Our Story So Far:

Twelve years back, Lenskart was started by a 26-year old entrepreneur - because he wanted to solve the problem of preventive blindness. We had humble beginnings - we spread awareness about eye care, we took orders for eyeglasses online and shipped them to customers from a warehouse that was the size of a modern-day conference room.

As of today, little by little, Lenskart has served 40 Million people across the globe - helping them see better and lead better quality lives. Simultaneously, weve also built ourselves up to be Asias largest eyewear company. We have 10,000+ Lenskartians worldwide, more than 1500 Omni channel stores across 175 cities in India, Singapore and Dubai and we are shipping a pair of eyewear every 2.5 seconds, from the worlds most automated eyewear factory!

In 2022, Lenskart partnered with Owndays and took a majority stake in the Japanese-owned eyewear player that has a deep presence in Asia. With this partnership, we have added an additional 400 stores and extended our reach to 13 countries.

Our Key Investors:

Softbank, ADIA, Kedaara Capital, Steadview Capital, Premji Invest, Temasek, Holding, KKR, Alpha Wave Ventures, Bay Capital

The Vision:

Weve come a long way but were not there yet. Good is not good enough, youll hear Lenskartians say that often. Our aim is to serve One Billion eyes by 2025 globally. And in this journey, we want to go beyond vision correction to transform the way people see and experience the world. Thats our new purpose - and we can only get there through cutting-edge technology, exceptional people and customer excellence.

To realize this vision in the next 3 years, Lenskarts strategic focus areas are technology, supply chain & manufacturing, talent density and consumer experience. We will also heavily focus our efforts on international expansion, M&A, and taking a bet on entrepreneurial talent. Lenskart aims to be the best global company born out of India - a successful and sustainable organization that continues to serve its purpose in the years to come.

About: Customer Excellence Systems (CES):

Customer excellence at Lenskart focuses on delivery of exceptional and consistently outstanding service to customers enabling the organizational vision. It goes beyond meeting basic customer expectations and aims to exceed them, creating a positive and memorable experience for customers at every touchpoint.

Blending systems thinking, lean methodologies, and building for scale creates a comprehensive approach that addresses the complexities of our dynamic environment while promoting efficiency and adaptability.

The Mission:

The Customer excellence team is focused on supporting continuous improvement initiatives in the Offline retail business on behalf of Lenskart customers by:

- Strengthening standardization through hard and smart work

- Developing process improvement leaders with deep skills.

- Coordinating top business efforts/projects.

- Supporting mechanisms for a daily Kaizen culture.

- Implementing improvements from identified abnormalities in leadership standard work initiatives.

Program Manager - Customer Excellence:

Location: Gurgaon

Role Overview:

Are you passionate about improving the quality of customer experiences? Do you like to identify the operation waste and improve the efficiency? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Lenskart Customer Excellence Systems team is looking for a Program Manager, to build and manage programs that improve the customer experience at our offline retail stores.

As Program Manager Customer Excellence at Lenskart Retail, you will play a pivotal role in driving operational excellence, process optimization, and driving a culture of continuous improvement within our offline retail stores. Your primary focus will be on enhancing customer experience, standardizing processes, and ensuring efficient operations across all stores.

Key Responsibilities:

- Continuous Improvement Initiatives:

1. Identify opportunities for process enhancement and operational efficiency.

2. Implement strategies to drive continuous improvement initiatives.

- Standardization Efforts:

1. Develop and implement standardized processes across retail locations.

2. Ensure consistency in operations and service delivery.

- Cross-Functional Collaboration:

1. Act as a liaison with various departments to align improvement initiatives.

2. Foster collaboration for integrated and holistic solutions.

- Project Management:

1. Run and coordinate cross-functional projects for successful implementation.

2. Ensure projects align with overall business objectives.

Qualifications and Skills:

- MBA from Tier 1 Institute

- Strong analytical and problem-solving skills and ability to independently handle / analyze large data sets

- Excellent project management and organizational abilities.

- Ability to collaborate effectively with cross-functional teams.

- Min 4 yrs of overall work experience

Preferred Experience:

- Six Sigma Black Belt

- Proven experience in a continuous improvement role within the retail / ecommerce industry.

Personal Attributes:

- Proactive and results-oriented mindset.

- Strong leadership and influencing skills.

- Excellent communication and interpersonal skills.

- Strong written skills

- Adaptability and a willingness to embrace change.

- Passion for driving operational excellence and customer satisfaction.