Bangalore Full-Time Senior

About this role

Role Overview

As a Customer Relationship Manager (CRM) at Lenskart, you will be the face of the store—the first person a customer meets and the last impression they carry. You will own the end-to-end in-store customer experience, ensuring every visitor feels welcomed, heard, and valued. Beyond delivering warm hospitality, you will play a critical role in resolving customer escalations, managing difficult situations with empathy and professionalism, and turning dissatisfied customers into loyal advocates.

Key Responsibilities

1. Customer Greeting & Experience Management

- Welcome every customer entering the store with warmth and professionalism, creating a positive first impression.
- Proactively understand customer needs and guide them to the right product, service, or associate within the store.
- Acknowledge and manage customer wait times, keeping customers engaged and comfortable during peak hours.
- Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk.
- Ensure a smooth, personalized, and customer-centric in-store experience.

2. Grievance Resolution & Customer Recovery

- Own and manage all in-store customer complaints, including product defects, service delays, and prescription-related concerns.
- Resolve customer grievances at the store level within defined turnaround times (TATs).
- Escalate unresolved complaints with complete context to the relevant teams.
- Maintain an accurate complaint log and follow up after resolution to confirm customer satisfaction.
- Identify recurring complaint patterns and share insights with store leadership and the operations team.

3. Difficult Customer Handling

- Manage irate or highly dissatisfied customers with empathy, patience, and professionalism.
- De-escalate tense situations through active listening and calm, composed communication.
- Understand customer concerns and provide appropriate solutions within company guidelines.
- Exercise judgment regarding goodwill gestures,



such as replacements, priority service, or escalations, within authorized limits.

4. Store Experience & CRM Operations

- Maintain store ambience, queue management, and signage in customer-facing areas.
- Capture customer feedback through NPS, in-store forms, and other feedback channels.
- Share weekly customer experience insights with the store team.
- Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics.
- Coordinate with post-sales and fulfilment teams to provide order status updates and resolve delivery-related queries.
- Maintain accurate records of customer interactions, complaints, and resolutions.

What We're Looking For

Must-Have Qualifications & Skills

- 2–4 years of experience in customer-facing roles, preferably in hospitality, premium retail, airport lounges, or mall guest services.
- Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy.
- Fluency in Kannada and English. Hindi proficiency is an added advantage.
- Warm, approachable personality with a solution-oriented and ownership-driven mindset.
- Graduate in any discipline.
- Strong communication, interpersonal, and problem-solving skills.

Valuable to Have

- Experience working in premium malls such as UB City, Phoenix, or Palladium.
- Background in 5-star hotel front desks, such as Taj, Oberoi, or Leela.
- Experience in airport lounges, such as Encalm or Plaza Premium.
- Familiarity with CRM tools, complaint ticketing systems, or basic store management software.
- Prior experience in eyewear, healthcare retail, or regulated product categories.
- Comfort with basic data entry, complaint logging, resolution tracking, and daily reporting.

Key Skills

Customer Relationship Management, Customer Experience, Grievance Handling, Complaint Resolution, Difficult Customer Handling, Communication Skills, Problem-Solving, Empathy, Conflict Resolution, CRM Operations, Retail Operations, Customer Service.

Details

Job Type Full-Time

Experience

Senior

Category

Customer Service

Deadline

Posted today

📌 Customer relationship Manager (Bengaluru)
🏢 Lenskart.com
📍 Bengaluru