General Manager/Assistant General Manager Sales Excellence and Go-to-Market Strategy

GM/AGM Sales Excellence and GTM Strategy

Company: Lenskart | Function: Central Operations

Reports To: Head of Central Operations | Location: Gurgaon

Role Summary

Owns business performance, customer experience, and operating rigor across Lenskart’s 2,700+ store network. Leads a team of Program Managers driving business planning, sales strategy, and audit/SOP excellence, and is the single point of accountability for translating store-level signals into AOP inputs, CXO-level narratives, and long-term growth strategy — with technology and AI as core levers.

Key Responsibilities

• AOP Planning & Delivery: Own the Annual Operating Plan end-to-end — from ground-up input to final sign-off with Finance and leadership — and drive delivery against it through the year, course-correcting as needed.
• Business & CX Ownership: Own the combined view of revenue performance (footfall, conversion, ATV) and customer experience health (audit/SOP scores, hygiene, service quality) across the store network, integrating inputs from both the business strategy and CX/audit tracks.
• CXO & Leadership Reviews: Own the narrative and data for CXO/leadership business reviews — translate store, regional, and program-level detail into a clear, decision-ready story on performance, risks, and growth levers.
• Team Leadership: Lead and mentor Program Managers owning Business Operations & Retail Strategy, and Customer Experience, Audit & SOP Excellence. Set priorities, unblock execution, and ensure both tracks work off a shared store-health view.
• Sales & Revenue Strategy: Own the strategic agenda for revenue growth — category mix, merchandising, staffing productivity, and regional demand strategy — in partnership with ZM/AOM leadership.
• GTM Strategy: Own go-to-market planning for new categories, store formats, and market expansion — from launch readiness and store enablement to post-launch performance tracking.
• Program Governance: Own the portfolio of central programs (incentive schemes, productivity drives, training interventions, tech-enabled tools) — prioritize investment, track ROI, and sunset what isn’t working.
• Technology & AI Partnership: Partner with tech and product leadership to build new products and AI-driven tools for customers and store teams — from store-level actionable dashboards and automation to AI-powered decision support — that improve both customer experience and field productivity.
• Long-Term Growth: Own the long-range growth agenda — new categories, market expansion readiness, service model evolution — and represent Central Operations in strategic planning forums.
• Process & Experience Excellence: Own the enterprise view of SOP adherence, audit consolidation, and hygiene mechanisms, ensuring findings convert into structured improvement programs at scale.

What You Bring

• Experience: 6–12 years in business/program management, retail strategy, or operations leadership, with at least 2–3 years managing teams (consulting, e-commerce, or large retail background preferred).
• Tools: Strong command of Excel/Sheets; Power BI or SQL preferred.
• Track Record: Proven track record owning AOP or equivalent large-scale planning cycles end-to-end.
• Stakeholder Management: Experience presenting to and influencing senior/CXO-level stakeholders.
• People Leadership: Strong people leadership — has managed or mentored program managers or cross-functional teams.
• Tech Exposure: Exposure to or strong interest in AI/tech-enabled tools and building products with technology teams.
• Cross-functional Influence: Comfortable driving alignment across regional and central teams without formal authority over the field organization.

Key Stakeholders

CXO/Business Head, ZMs/AOMs, Central Operations Team (PMs), Circle Heads, Analytics, Finance (AOP), Category & Merchandising, Warehouse Team, Tech & Product