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Senior Brand Experience Manager

  • Bengaluru, India
Consumer Experience

Job description

About Lenskart:

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. We are an omni-experience brand. In retail, it has over 1800 stores and opens 30-35 new stores every month.

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 is to transform the way people discover and engage with the eyewear category globally - through new product launches, online experience, packaging, and in-store experience developed on the back of strong consumer understanding.

What you’ll do:

  • Own the entire visual experience of the app and desktop in collaboration with the online business team

  • Constantly engage with design and editorial team to create new experiences

  • Collaborate with the online business teams and UI/UX teams to meet the experience goals measured through metrics like CTR and Conversion.

  • Collaborate with UI/UX team to launch new user experiences

  • Strategise, plan and implement promotional campaigns with the design and editorial team

  • Work closely with CRM and performance marketing teams to understand campaign specific requirements

  • Work closely with external partners to deliver on prompt and time sensitive project / campaign requirements. Link the gap between technology and design by providing guidance during the process of design

  • Analyse data effectively and apply learnings to projects

  • Manage multiple projects seamlessly

  • Take the initiative to lead and assist with special projects which could either be self-identified or assigned

  • Research on new innovative solutions to make in app/web consumer journey better

Job requirements

We’re excited about you if:

  • You are a hands-on, collaborative marketer with strong project management skills, who can quickly scope out the core need, identify its potential for growth and inspire everyone to do their best work.

  • 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 are passionate about truly understanding what the customer touchpoints are and how we can make it simpler and inspiring. You are an evangelist for Lenskart. You want to change people’s lives through vision solutions that empower them to ‘do more, be more.’

  • 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:

  • Graduate (in a professional discipline), Masters in communication / business discipline preferred

  • 5-7 years of relevant experience or working in a consumer internet start up, omni channel D2C brands 

  • At least 2 years of Online Brand Management experience

  • Process orientated

  • Good aesthetics and eye for detail