Customer Experience

- Drive store-level NPS, wait time management, and service quality metrics across the fleet.
- Identify gaps through structured data analysis and implement corrective action plans at store, ZM, and AOM levels.
- Monitor integrated detractor trends and ensure resolution TATs are met.

Operations & Execution
- Act as the central support layer for stores — resolving operational bottlenecks, supply gaps,

and process breakdowns.
- Lead cross-functional projects in partnership with Ops, Training, Quality, Tech, and Supply

Chain teams.
- Ensure timely execution through structured follow-up mechanisms and escalation protocols.

Analytics & Reporting
- Own performance dashboards and WBR-style business reviews; convert insights into actionable plans.
- Provide structured updates and business review decks to leadership and regional stakeholders.
- 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.
- Solid analytical skills — proficient in Excel / Google Sheets; Power BI or similar BI tools is a plus.
- Clear 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 (Delhi)
🏢 Lenskart.com
📍 Delhi