Cluster Optometrist- Mumbai @ Lenskart

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.

Responsibility

• Must 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 score: all 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