Job Requirements To lead the technical services & customer experience for the assigned region by managing the store operations, equipment management, retraining of the resources & customer experience as per the defined guidelines.
Technical operations & equipment maintenance
- Ensure adherence of technical & sales processes (frame selection, eye test, lens selection, markings & measurements, fitting, delivery) by the store staff for every customer
- Review the store layout & oversee the installation of the equipment in clinic & fitting lab in the stores, prepare and send the evaluation report based on the same.
- Ensure the completion of the service/maintenance as per satisfactory standards, prepare and send the completion report based on the same.
- Undertake periodic visits to the stores and liaison with the store optometrists and customers to track the errors and report the variances observed from the defined standards for action planning
Recruitment & Training
- Evaluate the optometrists on their capability / alignment with the defined standards and identify areas of development
- Impart training to the optometrists as per the defined guidelines and the plan
- Conduct assessment for participants and recommend appropriate actions based on the assessment
- Evaluate the stores and the store staff for process adherence, skill inventory, etc.
and drive LMS usage and impart the required trainings as per the requirements
Customer experience & Complaint management
- Monitor & maintain NPS scores for 2, 15, 90, 330 days, Comfort calling
- Manage complaints: Root-cause analysis & resolve.
- Sharing of learnings
- Implementation of learnings & Kaizens
- Systemic solutions for the repetitive complaints
People Management
- Provide a point of view regarding the interest areas, development areas, career aspirations, etc. of the store optometrists for identifying avenues of engagement with them
- Screen the candidates (lateral and campus candidates) based on their resumes and conduct preliminary assessment of the candidates as per the prescribed guidelines
- SMART goals & periodic reviews
Sales : Optometry : Sales Management
1: Cascade the sales target for contact lenses, powered sunglasses, bifocal to PAL, eye test volume, etc. from the corporate to the individual store optometrists
2: Monitor and drive sales to ensure that the targets are met and undertake corrective actions
Work Experience
- Cutting-edge thinking
- Adaptability & flexibility
- Decision making
- Entrepreneurial drive
- Ability to influence to make impact
- Accountability
- Service orientation