Lenskart is Asia’s biggest eyewear brand. It has its footprints in India, the Middle East, South East Asia and Japan. With its Omni channel offerings, customers can avail of Lenskart products and services from 1400+ Lenskart stores, Lenskart mobile app, Lenskart website, e-commerce marketplaces like Amazon, Flipkart, Nyka etc. and pharmacy shops. Over 1 Cr users interact with at least one of these channels every month.
All these channels are powered through an Omni channel tech backend which ensures consistent inventory management, pricing, discounts and offers, order management, and customer journey across channels.
Multiple customer engagement channels bring opportunities for Lenskart to deliver a great experience in every customer interaction with the brand and provide more than one way for customers to transact and hence aiming for the top of the industry conversion.
20% of all the users who download the Lenskart app, visit one of Lenskart stores in the next 30 days. These users drive more than half of Lenskart's offline business.
Similarly, of all the repeat transactions done by customers who transact at Lenskart stores first, 25% of those repeat transactions happen on the Lenskart app. So there is a high affinity between the channels. We need to ensure, customers at every touch point are getting the best of all the channels combined.
You will own the entire customer experience and conversion funnel at 1400+ Lenskart stores (2000+ stores by end of next year; 3500 Crore+ yearly revenue) starting footfall, selection, eye test, transaction, and post-purchase experience.
Your goal will be to help design customer journeys online (app and web) and offline to provide customers at Lenskart stores with the best of both online and offline experiences through best-in-class omni channel tech (front end and back end).
Objectives of this Role
Daily and Monthly Responsibilities
Skills you will be evaluated on