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 transparent owner and timeline.
• Improvement Programs: Translate consolidated analytics and audit findings into a prioritized action list. Design and run improvement progra

📌 Senior Manager (Gurugram)
🏢 Lenskart.com
📍 Gurugram