Store Manager (Licensed) - LensCrafters at Macy\'s - Los Angeles, CA

Luxottica Group - CA, US

BRINGING THE BRAND TO LIFE ~ See what you love.  Love what you see.

LensCrafters is bringing its optical retail experience to Macy’s department stores in the U.S.

Macy’s and Luxottica have a successful history together. Our relationship is built around a shared mission of providing customers with the highest quality products, a passion for style and a broad brand portfolio able to meet diverse consumer choices. At LensCrafters, we feel the world deserves a thoughtful and caring partner who understands that true vision care is a synergy of trusted eye care and exceptional eyewear.

LensCrafters reinforces Macy’s commitment to the health and wellness of its customers. Eye health is critical to everyone’s personal well-being, and easy in-store access to LensCrafters optometrists, personalized service and fashionable product assortment dovetail well with Macy’s strengths.

If you share our love for the customers we serve, the sense of sight, and the work we do, this is the place for you to build a rewarding career.

We create exceptional value in the lives of our customers by delivering Signature Customer Experiences.  The overall mission of the Store Manager is to be a leader within the LensCrafters organization.  The Store Manager is accountable for store management and operational excellence while ensuring a positive & productive Macy’s Host relationship that contributes to growing the business.  Specifically, the Store Manager is responsible for sustaining the flawless execution of the customer experience/behaviors; recruiting and hiring brand-right Associates that become long-term Associates; and seamlessly linking the doctor and retail functions together. 

Commitment to Customer Satisfaction

• Provide unsurpassed Customer Service through ensuring the LensCrafters' team performs the following Sales and Service Process steps:

• Timely greet customer
• Explain the Process
• Merchandise Selection
• Tender Sale / Visit
• Dispense Product

• Anticipate problems; explore and resolve underlying reasons for recurring customer problems; go beyond symptoms to diagnose causes; strive to develop long-term solutions to problems

Coaching and Development

• Effectively lead team; hold meaningful conversations often; comply with the Performance Management process
• Provide effective on-the-job training and guidance to team members making use of Company provided programs
• Deliver clear, motivating and constructive feedback in a timely manner to all retail associates. Address unsatisfactory performance directly and without delay; initiate appropriate disciplinary action when necessary and monitor progress
• Create a positive culture linked to the corporate culture; identify what motivates each individual and direct conversations and actions appropriately
• Motivate and Influence Others – Ability to build strategic partnerships and drive consensus with key stakeholders (Doctor/Host); ability to influence adherence to business strategies and tactics

Standards of Performance / Collaboration

• Analyze store financial data and recommend steps to implement on the retail side of the business to improve profitability
• Strive to achieve "Exceptional Results” on LensCrafters’ annual CEI/Functional Skills that align with brand priorities
• Ensure a positive and productive Macy’s Host relationship that contributes to growing the business and customer satisfaction.  Collaborate with associates regularly to discuss performance and collaborate on strategies to build the retail business
• Motivate and Influence Others – Ability to build strategic partnerships and drive consensus with key stakeholders (Doctor/Host); ability to influence adherence to business strategies and tactics
• Collaborate with O.D. through participation and involvement in the following: Coverage, Walk-in Availability, In-house Prescriptions, Doctor Detailing, Co-op Relationships, Customer Connection, TAB reporting, and Total Recall to enhance the patient/customer experience from end to end

Manpower Planning

• Recruit and hire high caliber staff; recruit proactively for future opportunities
• Forecast staffing needs accurately based on available information and assign associates through the use of the labor scheduling model.  Quickly adjusts staffing levels to meet unexpected changes in store traffic

Administrative / Point of Sale Processing

• Perform administrative duties to include input of payroll and SPIFFS into the point of sale system on a weekly basis
• Complete new hire and associate change paperwork in a timely manner
• Timely and effectively complete and file all necessary store and customer paperwork
• Accurately operate the point of sale cashier terminal, when required
• Deliver the key performance indicators by inspiring associates to provide the customer experience through developing associate competence and knowledge; and analyzing store financial data
• Demonstrate sound judgment and anticipate challenges, problem solving, and seek the right resources to resolve issues.  Report all appropriate information to Regional Management
• Effectively lead Doctor of Optometry business partnership and co-planning

Asset Protection / Inventory

• Adhere to Company policies and procedures regarding frame recovery and acknowledging receipt of physical inventory
• Prepare and execute physical inventory per Company guidelines
• Minimize both external and internal product loss through: Securing specific product lines, Bag Checks, Exit/Entrance Security, Access Control - Limit Keys, Monitoring Passwords

Regulatory Compliance / Safety

• Ensure all Company approved safety programs are implemented and maintained consistently per standards, creating a safe working environment for all Associates/Customers
• Conduct monthly safety inspections of store premises using self-inspection checklist.  Opportunities documented and communicated to Regional Management
• Lead by example in demonstrating safe work practices

• Comprehensive knowledge of operations, processes and business implications
• Strong influencing and negotiating skills
• Team building and management skills
• Effective communication skills (verbal, listening)
• Sound judgment
• Excellent coaching and development skills
• Knowledge of current optical theory and merchandise; maintain currency
• Sales skills
• Problem solving ability
• Familiarity with cash register, computers and calculators
• Organization skills
• Knowledge of current store merchandise

• College degree or equivalent preferred
• State licensure preferred (if applicable) and/or ABO Certification in non-licensed states preferred        
• LensCrafters Final Inspector Certification preferred
• LensCrafters Quality, Fitting and Adjusting Program preferred 

• Previous experience in customer service and retail required
• 4 years management/supervisory experience required
• A proven track record of delivering the organization’s results through people

• Standing most of the day

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Posted: 30+ days ago

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