Customer Relationship Manager at Lenskart in Bengaluru

ROLE OVERVIEW

As a Customer Relationship Manager (CRM) at Lenskart, you will be the face of the store the first person a customer meets and the last impression they carry. You will own the end-to-end in-store experience, ensuring every visitor feels welcomed, heard, and valued.

Beyond warm hospitality, you will play a critical role in resolving escalations, managing difficult situations with grace, and turning dissatisfied customers into loyal advocates.

KEY RESPONSIBILITIES

Customer Greeting & Experience Management

• Welcome every customer entering the store with warmth and professionalism, setting a positive first impression from the door.
• Understand customer needs proactively and guide them to the right product, service, or associate within the store.
• Acknowledge and manage wait times; keep customers engaged and comfortable during peak hours.
• Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk.

Grievance Resolution & Customer Recovery

• Own all in-store customer complaints from product defects and service delays to prescription concerns.
• Resolve grievances at the store level within defined TATs; escalate with full context when required.
• Maintain a complaint log and follow up post-resolution to confirm customer satisfaction.
• Identify recurring complaint patterns and flag them to store leadership and the operations team.

Difficult Customer Handling

• Manage irate or highly dissatisfied customers with empathy, patience, and solution orientation.
• De-escalate tense situations through active listening and calm, composed communication.
• Exercise judgment on goodwill gestures (replacement, priority service, escalation) within authorized limits.

Store Experience & CRM Operations

• Maintain store ambience, queue management, and signage in the customer-facing zone.
• Capture customer feedback (NPS, in-store forms) and share weekly insights with the store team.
• Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics.
• Coordinate with the post-sales and fulfilment team for order status updates and delivery queries.

WHAT WE'RE LOOKING FOR

Must-Have

• 1–4 years of experience in customer-facing roles — hospitality (hotel front desk, concierge), premium retail, airport lounge, or mall guest services.
• Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy.
• Fluency in Kannada and English; Hindi is a strong advantage.
• Warm, approachable personality with a solution-first and ownership mindset.
• Graduate in any discipline.

Good to Have

• Background from premium malls (UB City, Phoenix, Palladium), 5-star hotel front desks (Taj, Oberoi, Leela), or airport lounges (Encalm, Plaza Premium).
• Familiarity with CRM tools, complaint ticketing systems, or basic store management software.
• Prior exposure to eyewear, healthcare retail, or regulated product categories.
• Comfort with basic data entry — logging complaints, updating resolution status, sharing daily reports.

CORE COMPETENCIES

Customer Empathy

Acknowledges emotions before jumping to solutions; makes every customer feel heard and respected.

Conflict De-escalation

Stays calm under pressure; reframes complaints into resolvable problems without getting defensive.

Service Ownership

Does not pass the buck; sees every complaint through to closure personally.

Communication

Clear, polite, and confident in both Kannada and English; adapts tone to the customer.

Attention to Detail

Notices potential service gaps proactively and addresses them before they escalate.

Adaptability

Maintains service quality consistently across high-footfall peak hours and quieter periods.