Retail Leader - Offline Retail

Role overview

Retail Leader - Offline Retail at Lenskart

You will be building the system that ensures every Lenskart store delivers a world-class, AI-enhanced customer experience — while driving revenue with relentless operational discipline.

Responsibilities

• Drive employee engagement, retention, and reduce attrition through strong people practices and ground-level connect.

Required qualifications

• 15+ years of progressive leadership experience in offline/physical retail, ideally across multi-unit, multi-geography operations with direct P&L accountability and revenue targets.
• Proven track record of managing stores at scale.
• Domain Expertise: Deep knowledge of retail operations, store performance management, customer experience design, and scaling retail networks across metros, Tier 2, and Tier 3 cities in India.
• Technical Fluency: Strong comfort with data, real-time dashboards, AI/ML-driven decision tools, and tech-enabled retail operations.
• You don’t need to write code — but you must think in systems and demand data-driven outcomes from your teams.
• Backgrounds in organized retail, D2C, QSR, fashion, or lifestyle brands are a strong plus.
• The Mindset Systems Thinker & Tech Evangelist: You see retail not as a collection of stores, but as a scalable system that gets smarter with every data point.
• You are energized by the intersection of physical retail and AI-driven technology, and you champion automation and innovation across every touchpoint.
• Commercial Rigor & Speed: You thrive on balancing aggressive growth ambitions with operational discipline and profitability — and you do it at the pace of a founder-led, high-growth tech company.
• Ambiguity excites you; complexity is your competitive advantage.
• Transformational People Leader: You are a compelling communicator who builds followership at every level — from the shop floor to the boardroom.
• You have a track record of building, scaling, and retaining large distributed teams, and you believe that the best retail brands are built by the best people.
• Why This Role?
• Why Now?
• Build at Unprecedented Scale: Lead one of India’s largest retail networks with 2,000+ stores and growing — this is one of the most significant offline retail leadership roles in the country.Tech + Retail = The Future: Work at the intersection of cutting-edge AI technology and physical retail innovation.
• Lenskart is not a traditional retailer — we are a technology company that happens to have stores.
• Founder-Led & Fast: Be part of a founder-driven organization with a bias for speed, experimentation, and impact.
• Decisions happen fast here — and so does your career.
• Global Ambition: Shape the international expansion of a homegrown brand going global.
• Category Leadership: Join the market leader in India’s eyewear market.

Preferred qualifications and skills

• MBA from a Tier 1 institution preferred.

Employment details

• Location: Gurugram (HQ) with Pan-India Travel

About the employer

• Mission Brief: Reinvent Physical Retail at India’s Largest Eyewear CompanyThis is a high-impact leadership role focused on owning and transforming Lenskart’s entire offline retail ecosystem - 2,000+ stores, 10,000+ frontline team members, and a network that serves over millions of customers across India, Singapore, the Middle East, Japan, and the US.
• Lenskart is not just selling eyewear — we are building the future of retail, and you will lead it from the front. 🔑 Core Mandate: Revenue, Operations & AI-Powered Retail Transformation 1.
• AI-Powered Personalization Champion: Drive the adoption and scaling of Lenskart’s proprietary retail technology stack — including 3D virtual try-on, AI-powered lens recommendations, computer vision-based eye testing, and omnichannel integration (online-to-offline, BOPIS) — making every store visit smarter and more personalized.

Additional role details

• You will be the single architect responsible for how physical retail performs, scales, and evolves at South Asia’s largest eyewear company.
• Your mission is to bridge the gap between cutting-edge retail technology and exponential offline growth.
• P&L Ownership & Revenue Growth (The Business Builder's Focus) Revenue Architect: Own the end-to-end P&L for the offline retail vertical, driving top-line revenue, margin expansion, and store-level profitability across 2,000+ company-owned and franchise stores.
• Data-Driven Performance Engine: Build a robust performance management framework powered by real-time dashboards and AI-driven analytics — tracking footfall conversion, ATV, ABS, NPS, repeat rate, and store-level profitability to drive decisions at speed.
• Turnaround Intelligence: Leverage predictive analytics and AI-powered diagnostic tools to identify underperforming stores, diagnose root causes before they escalate, and implement rapid turnaround plans that move the needle in weeks, not quarters.
• Operational Excellence at Scale: Establish and drive best-in-class retail operating standards — from store opening/closing SOPs to AI-optimized visual merchandising, smart inventory management, and automated customer service protocols. 2.
• Customer Experience & Tech-Driven Retail Innovation (The Experience Visionary’s Focus) Experience Guardian: Be the single point of accountability for how every Lenskart store feels — ensuring a consistent, premium, and differentiated brand experience across metros, Tier 2, and Tier 3 cities.
• Automation & Process Innovation: Champion process automation across the store network — POS optimization, AI-driven CRM, smart queue management, and digital tools that boost in-store efficiency and free up your teams to focus on what matters: the customer.
• Insight-Led Iteration: Monitor and act on customer feedback, AI-analyzed mystery shopping audits, and real-time NPS data to continuously elevate the retail experience at scale. 3.
• People Leadership, Franchise Growth & Cross-Functional Impact (The Scale Leader’s Focus) Talent Architect: Lead, mentor, and inspire a large distributed retail workforce - Regional Managers, Area Managers, Store Managers, and 10,000+ frontline staff.
• Build a world-class retail talent pipeline through structured hiring, AI-assisted onboarding, L&D programs, and career pathing that retains your best people.
• Culture Builder: Foster a high-performance, customer-first culture with clear accountability, recognition frameworks, and incentive structures.
• Franchise Growth Engine: Oversee the franchise network - ensuring brand compliance, operational consistency, and commercial alignment with franchise partners.
• Partner with the Franchise Development team to identify high-potential markets, onboard new partners, and optimize the franchise P&L model.
• Cross-Functional Catalyst: Partner with Marketing on hyperlocal campaigns and store-level activations.
• Collaborate with Product, Tech, and Supply Chain teams to ensure seamless inventory availability, AI-driven assortment planning, and in-store tech deployment.
• Represent the retail vertical in leadership reviews, board discussions, and investor interactions.
• The Essentials