Senior Manager – Customer Excellence Strategy Location: Gurgaon

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,

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.

• 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 explicit, store-level actionables from in-store experience,



customer journey, and SOP adherence audit findings — consolidating recurring themes across sources into a single, prioritized view.

• 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

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 regiona

📌 Customer Experiences Manager (Gurugram)
🏢 Lenskart.com
📍 Gurugram