Store Operations Excellence Manager

Job description

About the role

Lenskart operates 30 stores across Singapore, and we're growing fast providing next-day lab delivery, new store formats and a brand moving from affordable to aspirational. This role exists to make sure every one of those 30 stores runs to the same standard, and that the standard keeps getting higher.

You'll own the operating backbone of the retail: the SOPs, the audit cadence, the performance dashboards and the fix-it projects. You won't manage stores directly, our cluster managers do that. You'll make their teams better by turning what the best store does into what every store does.

Key responsibilities

• Design, document and roll out store operating standards across the stores: opening/closing, eye test flow, dispensing, order handover, customer recovery
• Run the store audit and compliance programme: build the scorecard, set the cadence, visit stores, and drive closure on findings
• Track store-level performance: footfall conversion, ATV, category mix, productivity and turn the numbers into specific actions for specific stores
• Own the customer experience loop: analyse NPS detractor themes, trace them to root cause, and drive the operational fixes that remove them
• Lead new store openings, relocations and refits from an operations readiness point of view
• Partner with the lab and supply chain teams to protect turnaround time, order accuracy and stock integrity
• Build and run frontline training and onboarding content in partnership with cluster managers
• Pilot new tools, formats and ways of working in a handful of stores, then scale what proves out

About you

• 5+ years in multi-store retail operations, with meaningful time spent supporting or running 10 or more stores
• Strong process instinct
• Genuine comfort with data: Excel/Sheets to a high standard, and the ability to build a dashboard someone will actually use
• A track record of writing SOPs that people follow, not documents that sit in a folder
• Influence without authority where you'll be asking store teams who don't report to you to change how they work
• Willing to be in stores several days a week. This is not a desk job, ready to get hands-on
• Eligible to work in Singapore

About us

Lenskart operates 30 stores across Singapore, and we're growing fast providing next-day lab delivery, new store formats and a brand moving from affordable to aspirational.

Job summary

Own retail operations standards, audits, and performance across 30 Lenskart stores in Singapore.