Lenskart - Central Operations & Strategy Professional

Central Operations & Strategy :

Company : Lenskart | Function : Central Operations

Reports To : Head of Central Operations | Location : Gurgaon

Role Summary :

Owns business performance, customer experience, and operating rigor across Lenskart's 2,700+ store network. Leads a team of Program Managers driving business planning, sales strategy, and audit/SOP excellence, and is the single point of accountability for translating store-level signals into AOP inputs, CXO-level narratives, and long-term growth strategy - with technology and AI as core levers.

Key Responsibilities :

- AOP Planning & Delivery : Own the Annual Operating Plan end-to-end - from ground-up input to final sign-off with Finance and leadership - and drive delivery against it through the year, course-correcting as needed.

- Business & CX Ownership : Own the combined view of revenue performance (footfall, conversion, ATV) and customer experience health (audit/SOP scores, hygiene, service quality) across the store network, integrating inputs from both the business strategy and CX/audit tracks.

- CXO & Leadership Reviews : Own the narrative and data for CXO/leadership business reviews - translate store, regional, and program-level detail into a clear, decision-ready story on performance, risks, and growth levers.

- Team Leadership : Lead and mentor Program Managers owning Business Operations & Retail Strategy, and Customer Experience, Audit & SOP Excellence. Set priorities, unblock execution, and ensure both tracks work off a shared store-health view.

- Sales & Revenue Strategy : Own the strategic agenda for revenue growth - category mix, merchandising, staffing productivity, and regional demand strategy - in partnership with ZM/AOM leadership.

- GTM Strategy : Own go-to-market planning for new categories, store formats, and market expansion - from launch readiness and store enablement to post-launch performance tracking.

- Program Governance : Own the portfolio of central programs (incentive schemes, productivity drives, training interventions, tech-enabled tools) - prioritize investment, track ROI, and sunset what isn't working.

- Technology & AI Partnership : Partner with tech and product leadership to build new products and AI-driven tools for customers and store teams - from store-level actionable dashboards and automation to AI-powered decision support - that improve both customer experience and field productivity.

- Long-Term Growth : Own the long-range growth agenda - new categories, market expansion readiness, service model evolution - and represent Central Operations in strategic planning forums.

- Process & Experience Excellence : Own the enterprise view of SOP adherence, audit consolidation, and hygiene mechanisms, ensuring findings convert into structured improvement programs at scale.

What You Bring :

- Experience : 6-12 years in business/program management, retail strategy, or operations leadership, with at least 2-3 years managing teams (consulting, e-commerce, or large retail background preferred).

- Tools : Strong command of Excel/Sheets; Power BI or SQL preferred.

- Track Record : Proven track record owning AOP or equivalent large-scale planning cycles end-to-end.

- Stakeholder Management : Experience presenting to and influencing senior/CXO-level stakeholders.

- People Leadership : Strong people leadership - has managed or mentored program managers or cross-functional teams.

- Tech Exposure : Exposure to or strong interest in AI/tech-enabled tools and building products with technology teams.

- Cross-functional Influence : Comfortable driving alignment across regional and central teams without formal authority over the field organization.

Key Stakeholders :

- CXO/Business Head, ZMs/AOMs, Central Operations Team (PMs), Circle Heads, Analytics, Finance (AOP), Category & Merchandising, Warehouse Team, Tech & Product