Program Manager

Program Manager – Customer Excellence

Location: Gurgaon

Role Overview:

Are you passionate about improving the quality of customer experiences? Do you like to identify the operation waste and improve the efficiency? Do you like to dive deep to understand problems? Do you strive to create customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Lenskart Customer Excellence Systems team is looking for a Program Manager, to build and manage programs that improve the customer experience at our offline retail stores.

As Program Manager Customer Excellence at Lenskart Retail, you will play a pivotal role in driving operational excellence, process optimization, and driving a culture of continuous improvement within our offline retail stores. Your primary focus will be on enhancing customer experience, standardizing processes, and ensuring efficient operations across all stores.

Key Responsibilities:

● Continuous Improvement Initiatives:

• Identify opportunities for process enhancement and operational efficiency.
• Implement strategies to drive continuous improvement initiatives.

● Standardization Efforts:

• Develop and implement standardized processes across retail locations.
• Ensure consistency in operations and service delivery.

● Cross-Functional Collaboration:

• Act as a liaison with various departments to align improvement initiatives.
• Foster collaboration for integrated and holistic solutions.

● Project Management:

• Run and coordinate cross-functional projects for successful implementation.
• Ensure projects align with overall business objectives.

Qualifications and Skills:

• MBA from Tier 1 Institute
• Strong analytical and problem-solving skills and ability to independently handle / analyze large data sets
• Excellent project management and organizational abilities.
• Ability to collaborate effectively with cross-functional teams.
• Min 4 yrs of overall work experience

Preferred Experience

• Six Sigma Black Belt
• Proven experience in a continuous improvement role within the retail / ecommerce industry.

Personal Attributes:

• Proactive and results-oriented mindset.
• Strong leadership and influencing skills.
• Excellent communication and interpersonal skills.
• Strong written skills
• Adaptability and a willingness to embrace change.
• Passion for driving operational excellence and customer satisfaction.