Customer Experience
1. Drive store-level NPS, wait time management, and service quality metrics across the fleet.
2. Identify gaps through structured data analysis and implement corrective action plans at
store, ZM, and AOM levels.
3. Monitor integrated detractor trends and ensure resolution TATs are met.
Operations & Execution
4. Act as the central support layer for stores — resolving operational bottlenecks, supply gaps,
and process breakdowns.
5. Lead cross-functional projects in partnership with Ops, Training, Quality, Tech, and Supply
Chain teams.
6. Ensure timely execution through structured follow-up mechanisms and escalation protocols.
Analytics & Reporting
7. Own performance dashboards and WBR-style business reviews; convert insights into
actionable plans.
8. Provide structured updates and business review decks to leadership and regional
stakeholders.
9. Track leading indicators (footfall conversion, ET conversion, PSPD, QMS, NPS) and flag
early-warning signals.




Skills Required
• Strong ownership and execution mindset — comfortable working with ambiguity and
urgency.
• Ability to manage multiple priorities under pressure across a large, distributed store network.
• Effective stakeholder management — can influence cross-functional and regional teams
without direct authority.
• Strong analytical skills — proficient in Excel / Google Sheets; Power BI or similar BI tools is
a plus.
• Transparent written and verbal communication with structured thinking; able to distill complexity into
crisp narratives.
• Detail orientation — able to manage ground-level operational data as well as leadership-
level summaries.
• Experience with retail KPI frameworks (NPS, footfall conversion, ATV, PSPD, etc.) is highly
desirable.

📌 Program Executive (India)
🏢 Lenskart.com
📍 India