Senior Manager Customer Excellence Strategy

Location: Gurgaon

Role Summary:

Owns the customer excellence strategy for Lenskart's 2,700+ store network bringing together customer analytics, process excellence, and customer journey design to systematically close experience gaps. Builds a data-led, single view of store health by consolidating audit, journey, and SOP signals, and turns findings into structured, trackable improvement programs.

Key Responsibilities:

- Customer Analytics: Build and own the analytics layer behind customer experience mine audit scores, journey data, and customer verbatim to identify patterns, root causes, and leading indicators of experience gaps before they show up in lagging metrics.

- Customer Journey Design: Map the end-to-end customer journey across store formats from walk-in to eye-test to purchase to delivery and identify friction points at each stage. Redesign journey stages in partnership with store operations and training teams.

- Root-Cause Resolution at Store Level: Understand recurring issues around delivery, quality, and staff behavior at the store level. Derive common themes across stores and liaison with Customer Support, Logistics, Production, and Training teams to drive structured resolution not one-off fixes for each theme identified.

- Actionables from Audit Findings: Derive clear, store-level actionables from in-store experience, customer journey, and SOP adherence audit findings consolidating recurring themes across sources into a single, prioritized view.

- Process Excellence: Own process design and continuous improvement as a core skill build repeatable frameworks (not one-off fixes) for diagnosing process breakdowns, standardizing SOPs, and driving adherence at scale. Convert every recurring gap into a structured, trackable action with a clear owner and timeline.

- Improvement Programs: Translate consolidated analytics and audit findings into a prioritized action list. Design and run improvement programs SOP refreshers, targeted training, incentive-linked hygiene drives and track closure rigorously.

- Hygiene Mechanism: Build and maintain a recurring hygiene check cadence (cleanliness, staff conduct, store setup, compliance basics) that feeds into the overall store health score.

- AI-Led Prediction Engine: Partner with tech teams to build an NPS prediction engine that anticipates emerging store-level issues by monitoring macro signals (delivery delays, staffing gaps, audit trend shifts, seasonal demand patterns) enabling proactive intervention before issues surface as detractors.

- Technology Partnership: Partner with tech teams to build tools that surface store-level actionables automatically consolidating audit data, journey data, and customer verbatim into a single dashboard for store and regional teams.

- Governance & Reporting: Run regular reviews with AOMs/ZMs and the GM on customer excellence performance, using a "store health" lens that merges analytics, audit, SOP, and journey signals.

What You Bring:

- 4-8 years in customer experience, quality/audit functions, process excellence, or analytics-led operations roles (consulting, ecommerce, or retail background preferred).

- Strong analytical skills comfortable working with large datasets to find patterns, not just report numbers; Excel/Sheets essential, Power BI or SQL strongly preferred.

- Proven experience building or redesigning process frameworks (process excellence, Lean/Six Sigma exposure is a plus, not mandatory).

- Experience mapping or redesigning customer journeys in a retail or service environment.

- Experience working with audit findings and translating them into action.

- Exposure to or strong interest in predictive/AI-driven models for operations or customer experience.

- Comfortable driving cross-functional alignment (Customer Support, Logistics, Production, Training) and across regional teams without formal authority.