Brand Experience Specialist - Product
Gururgam, IndiaConsumer Experience
Lenskart was launched with a vision to revolutionize eyewear in India and now globally. Company today is the largest service provider for eyewear, serving over 7 million customers annually through its Omni-channel shopping experience, which spans online, mobile application, and 1000 Omni-channel stores in 175 cities across the country.
The company is continuing to grow 15% MOM and changing the landscape of Indian eyewear with its unique services and products such as “Virtual Try On”.
Home Eye Checkup and home trial service spread over 50+ cities in India, with over 15000 customer visits happening every month. More than 200 refractionists who service customers at the comfort of their home.
With technology integration into the eyewear vertical, and keeping a deep focus on consumer happiness, Lenskart has grown more than 100% Year on Year in the last 2 years to become the largest optical business of India today.
Lenskart has a young and passionate team of 5000+ people, with 3 offices in Delhi, 1 each in Mumbai, Kolkata, Chennai and Technology offices in Bangalore, Hyderabad & Singapore.
1000+ stores in 100+ cities pan India (including tier 2 and 3 cities) act as centers for people to get their eyes checked, touch and feel the products and book orders online as well as get their post-sale adjustments done.
Lenskart is now in Singapore, Indonesia and Middle East, moving aggressively towards the number 1 position in International markets as well.
About Brand Experience
Brand Experience sits in the Global CX (consumer experience) function in Lenskart.
The sub-functions within the global CX include - Brand Experience, Brand and Communication Design, Eyewear Design, Editorial, Fashion Studio, Catalog Studio, Consumer and User Insights, VM and new store design.
Brand Experience sits at the heart of CX and works extensively with business teams and other CX teams to achieve world class experience for eyewear consumers globally.
Most loved global brands constantly raise the bar constantly on their consumer experience and keep building talent diversity and density to achieve the ‘unexpected’.
Lenskart strives to do the same through its aggressive product and CX strategy.
Lenskart is an omni-experience brand. In retail, it has 1100 stores and opens 30-35 new stores every month.
Lenskart operates in over 12 categories and 4,000 products.
The brand has the highest new product introduction rate globally. The new products are introduced to disrupt the consumer experience on fashion and innovation, across price points.
The major impact areas for the Brand Experience (product role) is to transform the way people discover and engage with the eyewear category globally.
We are looking for an impact oriented, creative and data driven professional who as a Brand marketer will define and implement best in class consumer experience for all product categories and new launches
This role will combine strategic thinking and day-to-day operations with business, technology, merchandising and CX teams.
Heavy on both experimentation and flawless execution, the successful person will need to ace project management across the organization and drive roll out of successful experiments.
Roles and Responsibilities
Product (eyewear) centric user experience sits at the heart of this role. You should thrive on storytelling as the foundation to disrupt CX (benchmark; which brands like Nike, Adidas, Decathlon. Starbucks, Apple, Airbnb have created), grow consumer preference and accelerate business. You are at your best when you are working on big challenges in an environment that values hustle, curiosity, experimentation and disruption.
Continuously develop a deep understanding of consumer motivations and journey across different categories.
Detailing the customer experience for every category - making category and product experiences both simple and inspiring for consumers on both - online and offline.
Launching new collections and new categories successfully through detailed road maps with merchandising, VM, online, training, offline, campaign and international teams.
Constantly improving the discovery, presentation and engagement for all product categories across platforms- both online and offline.
Co-owning success metric with merchandising, online and offline teams for different categories and new launches
Aggressively tracking the success metric and designing, implementing experiments to plug experience gaps
In Online - Experiences like Home page, landing pages, PLP, PDP are extremely important where consumers discover, engage and eventually choose to buy.
In Offline - experiences like product display, communication, input into training and VM is very important where consumers can experience different products.
Measuring the numeric impact of ongoing experiments to improve CX and then scaling them globally
Creating new experience benchmarks and inspiring other CX teams to achieve that
We’re excited about you if:
You are a, collaborative marketer with strong project management skills
You have an insatiable appetite for understanding your customers and are relentless in finding solutions that meet their needs, rapidly prototyping solutions and tying them back to the big picture. You know what customers value about what Lenskart does.
You’re an accountable, hands-on problem-solver with a positive attitude, letting nothing stand in the way. You know how to clarify the path forward and prioritize work. You know how to influence others.
Skills and Qualification
An MBA with 1-2 years of relevant brand marketing/ marketing communication experience
Exceptional communication skills and collaboration capabilities.
Exceptional project management capabilities.
Someone with 360-degree brand campaign experience
Experience in managing brands from client or agency perspective