Lenskart's offline retail network is one of the largest and fastest-scaling in the world — spanning thousands of stores across metros, Tier 2/3 cities in India, and international markets, and staffed by tens of thousands of frontline team members. This role owns a defined segment of that network.
You will build the operating discipline that enables every store under your charge to deliver a consistent, premium, tech-enabled customer experience while driving revenue and profitability with rigor. This is a P&L-owning, people-leading, systems-thinking role for leaders who see retail not merely as a set of stores, but as a network that becomes smarter with every data point.
Revenue Ownership: Own the end-to-end P&L for the assigned store network, including revenue, margins, and store-level profitability across company-owned and franchise stores.
Planning: Build and execute the network's strategic business plan, Annual Operating Plan (AOP), and financial forecasts, aligned with the broader retail strategy.
Performance Management: Track footfall conversion, ATV, ABS, NPS, repeat rate, and store-level profitability through real-time dashboards to drive decisions at speed.
Turnaround: Diagnose underperforming stores, identify root causes, and drive rapid turnaround plans, including restructuring or exits where required.
Growth: Identify and execute expansion opportunities within the network, including new store openings, mall/high-street partnerships, and franchise collaborations.
Operational Excellence: Establish and drive best-in-class store operating standards, including opening/closing SOPs, visual merchandising, inventory management, and customer service protocols.
Experience Ownership: Be the single point of accountability for how every store in the network feels, ensuring a consistent, premium brand experience across metros, Tier 2, and Tier 3 markets.
Tech-Enabled Retail: Drive adoption of Lenskart's retail technology stack, including virtual try-on, AI-powered lens recommendations, computer vision-based eye testing, and omnichannel capabilities such as online-to-offline and BOPIS, to make every store visit smarter and more personalized.
Eye Test Quality: Ensure eye tests across the network meet the highest standards of accuracy, patient care, and regulatory compliance.
Insight-Led Iteration: Act on customer feedback, mystery shopping audits, and real-time NPS data to continuously elevate the in-store experience.
Cost Discipline: Maintain operational costs within budget while optimizing manpower costs across the network.
Inventory Control: Implement inventory control mechanisms to minimize shrinkage and pilferage.
Automation: Champion process automation, including POS optimization, AI-driven CRM, and smart queue management, to boost in-store efficiency.
Talent Development: Lead, mentor, and develop Area, Cluster, and Zonal Managers, Store Managers, and frontline teams, building a strong leadership pipeline and succession bench.
Hiring & Retention: Build a world-class retail talent pipeline through structured hiring, onboarding, learning and development (L&D), and career pathing that retains top performers.
Culture: Foster a high-performance, customer-first culture with clear accountability, recognition frameworks, and incentive structures, while reducing attrition through strong ground-level connect.
Alignment: Embed the Lenskart Way into every aspect of retail execution — agility, ownership, and customer obsession — while aligning network-level goals with the broader retail strategy.
Cross-Functional Partnership: Partner with Marketing on hyperlocal campaigns and store activations; collaborate with Product, Tech, and Supply Chain to ensure inventory availability, assortment planning, and in-store technology deployment.
Representation: Represent the retail network in leadership reviews and, at senior scope, in broader business discussions.
Experience: 7+ years of progressive leadership experience in offline/physical retail, with direct P&L accountability and experience managing multi-unit, multi-city, and ideally multi-geography operations. Seniority and scope will expand with the size of the portfolio.
Technical Fluency: Strong comfort with data, real-time dashboards, and tech-enabled retail operations, with the ability to think in systems and drive data-driven outcomes across teams.
Leadership: Strong P&L management and people leadership skills, with the ability to translate broader business strategy into ground-level execution.
Mindset: Customer-centric mindset, agility in a fast-paced, high-growth environment, and willingness to travel extensively across the assigned network.
Education: MBA from a Tier 1 institution preferred. Backgrounds in organized retail, D2C, QSR, fashion, or lifestyle brands are a strong plus.
Lead a critical piece of one of India's largest and fastest-growing offline retail networks, at the intersection of physical retail and AI-driven technology.
Lenskart is a founder-led, newly listed company (NSE: LENSKART) with a bias for speed and impact — decisions move fast here, and so does your career.
Whether the mandate is a single circle or a national portfolio, you will be building the system that makes retail smarter, store by store.
