Author name: Aravind

Role : Optometrist

Position Summary :

The incumbent shall be responsible providing the best customer experience in our stores by ensuring high standards of eye testing quality.

Reporting Relationship:

Would be directly reporting to Store Manager

Key Responsibilities:

Commitment to Customer Satisfaction

Always putting the customers’ needs first.

Conducting competent and knowledgeable eye test.

Greeting customers immediately when they enter store. Shows urgency in providing service to customers and satisfying their needs friendly and high customers’ service oriented eye test

Building a strong relationship with customers by engaging the customers by explaining the Eye Exam Process.

Exploring the underlying reasons for recurring customer problems and also going the extra mile to find the solutions.

Anticipating the problems before they occur and having a plan of action for them at store level

Eye Test Quality Assurance and Sales

Examine eyes, using observation, and instruments, to determine visual acuity and perception, focus and coordination

Responsible for converting the prospective customers into actual customers.

Ensure all customers receive accurate diagnosis and appropriate recommendations.

Effective communication with all retail associates to ensure seamless customer experience

Inventory Management

Having the basic understanding of the POS system to ensure transactions are properly and effectively processed

Working very closely with various departments in the organization till the product reaches the customer

Approaching customers and keeping the store neatly stacked to avoid shrinkage

Security & Hygiene

Ensuring the store and the inventory is neat and clean at all times

Maintaining the necessary safety measures in ensuring the safety of the store and customers

Employees at store level, engaging in the customer experience need to be properly groomed and presentable to the customer. Uniforms need to be neat and clean and pressed.

Competencies & Educational Qualifications

Diploma/Degree/Post Graduate Degree holder in Optometry with minimum 0-3 years of relevant experience in the industry.

Entrepreneurial thinking mindset: Self-motivated and self-directed with an ability to think innovatively.

People Management : Ability to lead, manage & develop large teams in a fast paced environment.

Passion for Results : High degree of commitment with bias for execution excellence

Customer Focus : Ability to design processes, systems & create an environment for enabling customer delight.

Superior analytical, evaluative, and problem–solving abilities.

Title : Store Manager

Reporting to : Area Operations Manager

Skip Level : City/Zonal Manager

Responsibilities :

Customer focus

Greeting customers when they enter store and coaching the team to do the same

Displaying commitment towards providing exceptional Customer Service and ensuring that Lenskart associates also treat Customer Satisfaction as a priority

Dealing with customer service issues such as queries and complaints at store level and ensuring this is consistent with the team

Striving to have long lasting and fruitful relationships with each of our customers

Driving sales vs plan

Driving the sales of the store to meet the allotted targets by allocating the targets to the staff

Developing a culture of high sales performance expectations, i.e. Sales Leadership

Motivating and inspiring the field team to drive for results

Assessing field capability and establish performance priorities at group level

People development

Assisting in recruiting and selecting high potential staff

Providing effective on-the-job training and guidance to team members making use of company training modules

Delivering clear, motivating and constructive feedback in a timely manner to all retail associates

Evaluating the training needs of store associates and working closely with L&D department to execute the developmental plan

Understanding the reasons for attrition and taking measures to control it

Cash & Inventory management

Monitoring cash reconciliation to ensure there is no mismatch of store funds

Ensuring availability of required merchandise and services

Conducting stocktakes regularly

Ensuring the staff at store level has basic understanding of POS System to ensure transactions are properly and effectively processed

Performing the necessary quality checks for the new products

Working very closely with other departments till the product reaches the customer and ensuring the best customer experience to the Lenskart Customer

Supervision

Ensuring that all store employees, including the Optometrist, are taken care of and their issues are resolved

Ensuring that the eye check-ups are conducted as per the SOP and maintain high quality standards

SOP adherence & implementation

Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees

Updating colleagues on business performance, new initiatives and other important issues

Scheduling the team’s shift timings to meet the store’s business needs and demands

Ensuring staffing levels are adequate to effectively operate the store

Store upkeep & maintenance

Maintaining the store as per Lenskart standards, regularly cleaning the frames and other equipment at the store

Ensuring the security of all Lenskart equipment and that there is no shortage of stock units or damage in the store

Personal attributes & competencies

Minimum qualification: Graduate

Ability to act as a link between strategy and execution

Ability to develop and inspire people to achieve their best

Ability to build rapport and trusting relationships

Ability to understand stated and unstated needs of the customer and offer solutions

Clear communication and active listening skills

Ability to adapt to a changing environment and openness to learn

Proactive task ownership, result-orientation, and customer-orientation

Ability to multitask and organize activities based on priority

Title : Sales Associate

Reporting to : Store Manager

Skip Level : Areas Operations Manager

Responsibilities :

Customer focus

Sales Associate is expected to greet and welcome all walk-in customers and guide them toward the clinic, promoting the free eye check-up

He/she will be involved in stocktakes, maintaining sales floor standards, and other day-to-day tasks to deliver the best shopping experience to the customers

He/she must possess a basic understanding of the POS system to ensure that the transactions are processed effectively

He/she must be dedicated to customer satisfaction and must go beyond his means to resolve any concerns that the customer has

Product Recommendation

With the information received from the Optometrist and the customer, he/she will present the customer with an optimal selection of products. This opportunity may be used to strike a conversation and convert it into sales

He/she is expected to understand the unstated needs of the customer, ask relevant questions, and pick the right time to pitch the recommended solutions

Achieving sales targets & SOP adherence

Sales Associate is expected to achieve the assigned target for sales, eye-test conversion, and returns. He/she must follow all assigned SOPs diligently

Post making the sale, he/she is responsible for coordinating with the customer for product pickup, after receiving due communication from the warehouse. He/she will verify the accuracy of the lenses fitted before handing over the product to the customer. In case of returns, he/she is expected to understand the reason and try to resolve the same to control the return percentage

Store upkeep & maintenance

He/she is expected to maintain Lenskart standards of hygiene in the store with respect to the overall display, frames, instruments, and other store equipment by cleaning them regularly

He/she must ensure the security of all Lenskart equipment and ensure there is no shortage of stock units or damage in the store

Personal attributes & competencies

Minimum qualification: 12th pass; Graduates preferred

Ability to build rapport and trusting relationships

Ability to understand unstated needs of the customer and offer solutions

Clear articulation and active listening skills

Ability to adapt to changing environment and openness to learn

Proactive task ownership, result-orientation, and customer-orientation

Ability to multitask and organize activities based on priority