Product Head - Omni Channel Retail

Job description

Company Details:

Lenskart is Asia’s biggest eyewear brand. It has its footprints in India, the Middle East, South East Asia and Japan. With its Omni channel offerings, customers can avail of Lenskart products and services from 1400+ Lenskart stores, Lenskart mobile app, Lenskart website, e-commerce marketplaces like Amazon, Flipkart, Nyka etc. and pharmacy shops. Over 1 Cr users interact with at least one of these channels every month.

All these channels are powered through an Omni channel tech backend which ensures consistent inventory management, pricing, discounts and offers, order management, and customer journey across channels.

Multiple customer engagement channels bring opportunities for Lenskart to deliver a great experience in every customer interaction with the brand and provide more than one way for customers to transact and hence aiming for the top of the industry conversion.

Job Description:

20% of all the users who download the Lenskart app, visit one of Lenskart stores in the next 30 days. These users drive more than half of Lenskart's offline business.

Similarly, of all the repeat transactions done by customers who transact at Lenskart stores first, 25% of those repeat transactions happen on the Lenskart app. So there is a high affinity between the channels. We need to ensure, customers at every touch point are getting the best of all the channels combined.

You will own the entire customer experience and conversion funnel at 1400+ Lenskart stores (2000+ stores by end of next year; 3500 Crore+ yearly revenue) starting footfall, selection, eye test, transaction, and post-purchase experience.

Your goal will be to help design customer journeys online (app and web) and offline to provide customers at Lenskart stores with the best of both online and offline experiences through best-in-class omni channel tech (front end and back end).

Objectives of this Role

  • Drive the product and business-planning process across cross-functional teams of the company
  • Analyze consumer needs (talk to 100s of customers every month), understand their buying behaviour, online and offline journeys and resistance areas in those journeys
  • Assess current product offerings, seeking opportunities to deliver the best of all channels at every touch point of the customer lifecycle
  • Develop, implement, and maintain production timelines across multiple departments
  • Appraise new product ideas, pilot multiple initiatives across channels and strategize appropriate scale-up plans

Daily and Monthly Responsibilities

  • Drive the execution of all product lifecycle processes for products, including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch
  • Translate product strategy into detailed requirements for prototype construction and final product development by engineering teams
  • Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI
  • Analyze market data to develop sales strategies, and define product objectives for effective marketing communications plans
  • Collaborate closely with engineering, production, marketing, and sales teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization
  • Demonstrable knowledge of SEM and online advertising

Skills you will be evaluated on

  • Technical expertise
  • An understanding of UX
  • Business savvy
  • Critical thinking
  • The ability to analyze and interpret data
  • Research skills
  • Problem-solving
  • The ability to prioritize

Job requirements

Qualification requirements

  • Bachelor’s degree in product design or engineering
  • 5-7 years of experience in a dynamic product management role
  • Proven experience overseeing all elements of the product development lifecycle
  • Highly effective cross-functional team management
  • Previous experience delivering finely-tuned product marketing strategies