Retail Operations Leader
4 weeks ago
WHO WE ARE
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world's evolving vision needs and the global demand of a growing eyewear industry. With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to "see more and be more" thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.GENERAL FUNCTION
The primary responsibility of the Retail Operations Leader is to serve as a guiding force within the LensCrafters organization. This role is pivotal in achieving key performance metrics by weaving the Brand Story into the customer experience.MAJOR DUTIES & RESPONSIBILITIES
- Ensure the LensCrafters team delivers exceptional Customer Service.
- Facilitate training and mentorship for the team utilizing Company provided programs.
- Evaluate performance data to develop and execute action plans aimed at enhancing store KPIs, including NPS – Net Promoter Score; % Sales to Plan; Customer Count; Complete Pair; Labor; Training Saturation; Exam Growth; and others.
- Recruit and onboard a highly engaged team to guarantee the store is staffed with the right individuals at the right times.
- Collaborate with the Doctor of Optometry to elevate the customer and patient experience while driving store KPIs.
- Take pride in the store's appearance and guide the team to flawlessly execute all operational, inventory, and visual tasks according to guidelines to ensure an optimal customer and patient experience.
- Ensure all Company approved safety protocols are implemented and consistently maintained to uphold a safe and enjoyable working environment.
BASIC QUALIFICATIONS
- High School diploma or equivalent.
- 4+ years of management or supervisory experience.
- Comprehensive understanding of operations, processes, and business implications.
- Strong influencing and negotiation capabilities.
- Skills in team building and management.
- Knowledge of current optical theory and merchandise.
- Excellent communication and listening skills.
- Proficient in basic math skills (addition, subtraction, multiplication, division).
- Sales proficiency.
- Familiarity with cash registers, computers, and calculators.
- Ability to manage time effectively under tight deadlines.
PREFERRED QUALIFICATIONS
- College degree or equivalent.
- State licensure (if applicable) and/or ABO Certification in non-licensed states.
- LensCrafters Final Inspector Certification.
- LensCrafters Quality, Fitting and Adjusting Program.
- Previous experience in customer service and retail.
- Knowledge of current store merchandise.
- High level of business acumen, including detailed knowledge of LC Dashboard.
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