Customer focus: Driving Net Promoter Score
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 (Attrition Control)
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
INTERESTED CANDIDATES CAN APPLY OR CONTACT:
SIMRAN DSOUZA
9303440707
simran.dsouza@white-force.in
