Cluster Optometrist
- Lenskart
- 3 - 8 years
- Mumbai
- 5 months ago
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Job Description
About the Role The role of Cluster Optometrist at Lenskart revolves around a combination of a perfect blend of optometry and optical retail. He/she plays a pivotal role in upskilling the front end retail staff on the professional optometry grounds. They are responsible to deliver the best customer experience by leading the example in driving the key business metrics with their optometric approach. Their key deliverable in business includes maintenance of eye test quality and dispensing standards throughout as per Lenskart norms. ResponsibilityMust visit assigned stores in Lenskart uniform and manage the complete Technical and Functional part of Lenskart stores
Act as a Mentor and Coach to Fresher Optometrists
To ensure the Store NPS is achieved by training, troubleshooting, tracking detractor and lead by example
To welcome new talent from the market, conduct interviews and on board
Identify and Train the Store staff to help them achieve their goals
Wear multiple hats of Team leader, Bench, Senior, Consultant Optometrist to support store team
Participate in regional, departmental, executive, operational meeting as appropriate
Maintain documentation and Report daily to PS regional manager on store visit summary
Non-negotiable
Ensuring high standards of accurate eye tests for every customer across all stores
Highest standards in the clinic by ensuring clinic hygiene and instrument calibration as per defined SOP (Internal audit)
Customer Service:
Close every technical Detractor, Returns & Escalation through a detailed RCA
Ensuring a high density of top raters optometrists in all stores measured via Quality Scorecard
Ensure you solve customer-related issues that may lead to potential escalation
Operational expertise:
Periodically working as store optometrist as per business requirement
Recommend the right talent in the right store to AOMs.
All clinic equipment should be in working condition- AR/Lensometer/ Chair unit / Dispensing tools /Demos
Ensure all pending points are closed during the store visit
Drive operational balance scoreall stores should be above 90%such as Locus compliance, Tango compliance, Internal and Mystery audit scores.
People Management :
Managing attrition, team motivation & culture
Ensure the hiring of optometrists by arranging referrals, leads, and campus drives
Conducting chair tests for new optometrists to support the recruitment team
The performance management system needs to drive- to ensure good performers is recognized and bottom performance is coached/trained
People development by regular intervention & check-in during the Uprise and Upscale program
To conduct unbiased sign-off for all newly hired optometrists before handing over to the business
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Onboarding - Non VoiceEmployement Type: FreshersContact Details:
Company: LenskartLocation(s): Mumbai
Keyskills: customer service people development performance management system attrition management customer experience tds maintain documentation preventive maintenance instrument calibration auditing breakdown maintenance troubleshooting conducting interviews
Lenskart
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