The Key Account Manager (KAM) is responsible for managing store escalations for PAN India stores and ensuring timely resolution by collaborating with cross-functional teams. The role serves as the primary point of contact for stores, providing support for order, product and operational queries while delivering a seamless store support experience.

Key Responsibilities
Manage store escalations received via WhatsApp, Phone, Email and Ticketing System.
Resolve order, product, and operational queries within defined SLAs.
Coordinate with Warehouse, Lens Lab, Quality, Logistics, Supply Chain, Tech, and other teams to drive issue resolution.
Maintain regular communication with stores and provide timely updates until closure.
Conduct quality verifications and operational audits whenever required.
Execute store feedback surveys and outbound calling campaigns to identify improvement opportunities.




Analyze recurring issues and recommend process improvements to reduce future escalations.
Maintain accurate records on escalations, trends and store feedback.

Required Skills
Excellent verbal and written communication.
Solid problem-solving and stakeholder management skills.
Ability to manage multiple tasks and prioritize effectively.
Positive follow-up and ownership mindset.
Proficiency in MS Excel/Google Sheets and email tools.

Qualifications
Bachelor's degree in any discipline.
0 to 3 years of experience in Customer Support, Operations, Retail Support, or Account Management.
Freshers with excellent communication skills are welcome to apply.

Key Competencies
Customer-centric approach, Accountability, Ownership & Team-oriented mindset
Analytical thinking & Time management
Attention to detail & Adaptability

📌 Key Accounts Manager Bhiwadi
🏢 Lenskart
📍 Bhiwadi