Senior Store Manager - Luxury

Title Senior store manager- Luxury
Reporting to Area Operations Manager / Regional Operations Manager
Skip Level Zonal / National Operations Head

About Lenskart

With a mission to give India a vision, Lenskart is India's fastest-growing eyewear company. Lenskart's products include prescription eyewear, branded contact lenses, and sunglasses, all equipped with customers' eye powers.

About the Role

A Store Director is responsible for leading one of Lenskart's high-volume retail stores by driving business performance, developing high-performing teams, delivering exceptional customer experiences, and ensuring operational excellence. The role requires strong leadership, commercial acumen, and the ability to execute business strategy while building future leaders.

Responsibilities

Customer Focus

• Create an exceptional in-store customer experience across all touchpoints.
• Drive Net Promoter Score (NPS) and customer satisfaction metrics.
• Resolve customer escalations effectively while maintaining brand standards.
• Foster a customer-first culture across the store team.

Business Performance

• Own overall store P&L and revenue performance.
• Drive sales, conversions, productivity, and profitability against business targets.
• Monitor key performance indicators and implement action plans to improve results.
• Identify business opportunities and execute growth initiatives.

Team Leadership & People Development

• Lead, coach, and mentor Store Managers, Optometrists, and retail associates.
• Build a high-performance culture through continuous coaching and feedback.
• Recruit, develop, and retain top talent.
• Identify succession pipelines and develop future leaders.
• Drive employee engagement while minimizing attrition.

Operational Excellence

• Ensure compliance with all retail SOPs and operational standards.
• Oversee inventory accuracy, cash management, and stock availability.
• Maintain visual merchandising and store presentation standards.
• Ensure adherence to audit, safety, and quality guidelines.

Cross-functional Collaboration

• Partner with supply chain, HR, L&D, marketing, and support teams to improve business outcomes.
• Ensure timely execution of new initiatives and business programs.
• Provide insights and feedback to improve customer and employee experience.

Store Management

• Ensure optimum staffing and roster planning.
• Drive productivity through efficient workforce planning.
• Maintain high standards of store upkeep and equipment maintenance.
• Ensure security of store assets and inventory.

Personal Attributes & Competencies

• Graduate (MBA preferred).
• 3–8+ years of retail leadership experience with at least 2–3 years managing large-format or high-volume stores.
• Proven experience leading large teams and delivering business growth.
• Strong business and commercial acumen.
• Excellent people leadership and coaching skills.
• Data-driven decision-making ability.
• Strong communication and stakeholder management skills.
• Customer-centric mindset with a focus on operational excellence.
• Ability to thrive in a fast-paced, high-growth retail environment.