THAKUR SURAJSINH
Retail operation Manger
Vadodara
Summary
Driven Sales and Operations Professional with a proven track record in propelling business growth and optimizing operational efficiency. Proficient in strategic planning, team leadership, and client relations. Seeking to leverage extensive experience in a dynamic organization to achieve strategic objectives and deliver exceptional results.
Overview
15
15
years of professional experience
Work History
Area Operations Manager
Lenskart.com
Vadodara
05.2022 - Current
- Spearheading operations across multiple optical retail stores, ensuring smooth execution of daily store activities and adherence to SOPs.
- Driving sales performance by analyzing business trends, executing promotional strategies, and mentoring store managers to meet and exceed revenue targets.
- Managing end-to-end team performance including hiring, training, motivating and conducting performance reviews of store staff.
- Ensuring high customer satisfaction by monitoring service quality, feedback management, and quick resolution of escalations.
- Conducting regular audits for stock accuracy, visual merchandising, and compliance with company policies.
- Coordinating with cross-functional teams like HR, Marketing, and Supply Chain to support business growth and operational efficiency.
- Leading new store setups, relaunches, and contributing to network expansion initiatives in the region.
- Top Sales Performer – 2024: Won an all-expense paid Thailand trip for achieving the highest eyewear sales across India.
- Apple iPad Winner – 2024: Awarded for exceeding monthly sales KPIs and outperforming peers in national competition.
- Earned ₹75,000 Incentive during Diwali 2023 for exceptional sales conversion, store operations, and team performance.
- Groomed & Promoted 10+ Team Members from Sales Associate to Store Manager level between 2022 to 2024, showcasing strong leadership and mentorship skills.
- Successfully managed 11+ stores with consistent target achievement and operational excellence.
- Recognized as 'Best Cluster Manager – West Zone' in FY 2021–22 for exceptional leadership and KPI delivery.
- Played a crucial role in launching and stabilizing 3+ new stores, ensuring quick breakeven and sustained growth.
- Achieved 100% audit compliance across all stores under supervision for three consecutive quarters.
- Led multiple stores to rank among Top 10 National Performers in monthly eyewear sales.
- Reduced inventory loss through improved stock audits and shrinkage control mechanisms.
Cluster Manager
Lenskart.com
Vadodara
09.2018 - 10.2022
- Managed operations of a cluster comprising 5-8 retail optical stores, ensuring smooth day-to-day functioning and sales target achievement.
- Monitored store KPIs like revenue, footfall conversion, NPS, and audit scores to drive performance and maintain brand standards.
- Conducted regular store visits for performance reviews, training needs analysis, visual merchandising, and process compliance.
- Mentored Store Managers and sales teams through continuous feedback, on-ground training, and monthly performance discussions.
- Played a key role in revenue planning, stock optimization, and marketing execution for the assigned cluster.
- Supported recruitment and onboarding of new hires; ensured they aligned with Lenskart’s customer service and sales culture.
- Collaborated with Zonal Head and cross-functional teams to launch new store locations and implement company-wide projects.
- Ensured high levels of customer satisfaction and service quality by tracking feedback and resolving escalations promptly.
- Introduced operational improvements that enhanced team efficiency, reduced TAT, and improved overall cluster profitability.
- Promoted to Area Operations Manager in 2022 for consistently delivering exceptional sales growth, maintaining high NPS scores, and achieving 100% audit compliance across the cluster.
- Drove consistent month-on-month revenue growth, with multiple stores achieving top performance rankings in the region.
- Elevated overall customer experience by coaching store teams on service excellence, resulting in average NPS above 80+ during the tenure.
- Maintained a zero non-compliance record in internal audits across all managed stores for over 12 months.
- Identified and groomed high-potential team members for next-level roles, creating a strong talent pipeline within the cluster.
Store In-Charge
Lenskart.com
Vadodara
12.2016 - 09.2018
- Appointed as the founding Store Manager for Lenskart’s first store in Vadodara, successfully launching and establishing the brand presence in the region.
- Oversaw complete store setup from scratch — including team hiring, inventory placement, store layout, and vendor coordination.
- Managed P&L responsibilities, ensuring the store met monthly sales targets while optimizing operational costs.
- Delivered outstanding customer service, handling escalations and ensuring customer satisfaction through personalized recommendations and after-sales support.
- Trained and mentored the sales team in optical product knowledge, CRM practices, and standard operating procedures (SOPs).
- Maintained accurate inventory, conducted stock reconciliations, and ensured zero stock-outs or pilferage.
- Executed local marketing activities to increase footfall, including tie-ups, events, and offline promotions.
- Ensured compliance with Lenskart brand guidelines, audit standards, and safety protocols at all times.
- Monitored daily operations including billing, VM, attendance, CRM updates, and overall floor discipline.
- Scaled the Vadodara FOFO store from ₹7 Lakhs to ₹24 Lakhs monthly revenue within just 1 year through team building, strong customer engagement, and strategic local marketing.
- Transformed the store into a highly profitable model, resulting in exceptional franchisee satisfaction.
- FOFO owner expanded further by investing in 2 more Lenskart stores, which were also managed under my supervision, maintaining performance consistency.
- Due to my proven performance, I was hired directly on Lenskart company payroll and promoted to Cluster Manager, taking charge of multiple stores across the region.
- This marked a key milestone in my career, transitioning from FOFO operations to corporate-level leadership within Lenskart.
Senior Sales Associate
Amin Optical
Vadodara
04.2015 - 12.2016
- Assisted customers in selecting the right frames, lenses, and optical products based on prescription, style, and budget.
- Maintained a high level of customer satisfaction through personalized service and strong product knowledge.
- Supported optometrists in conducting basic eye tests and ensuring smooth customer flow in the clinic area.
- Managed daily billing, CRM entries, and cash handling while ensuring accurate reporting and reconciliation.
- Handled inventory checks, stock arrangement, and reordering to maintain product availability.
- Promoted monthly offers and upsold premium lens solutions and accessories to boost store revenue.
- Played a key role in maintaining store hygiene, visual merchandising, and a professional environment.
- Built long-term relationships with repeat customers through after-sales follow-up and service support.
- Consistently achieved highest monthly sales among a team of 4 sales staff, demonstrating strong product knowledge and persuasive selling skills.
- Regularly appreciated by the store owner with rewards like movie tickets and pizza parties as a recognition of top performance and customer handling.
- Contributed significantly to the store’s revenue growth through upselling premium lenses and frames, and delivering excellent customer service.
Customer Care Associate
Gangar Eyenation
Vadodara
10.2014 - 03.2015
- Company Overview: Gangar Eyenation is a well-established premium optical retail chain known for its wide range of branded eyewear, professional eye care services, and strong customer trust, especially in Western India.
- Assisted customers in selecting branded eyewear, sunglasses, and prescription lenses based on their needs and preferences.
- Maintained excellent service standards by ensuring timely delivery, follow-ups, and after-sales support.
- Helped in managing customer queries, appointment scheduling, and coordination with optometrists.
- Ensured store display and visual merchandising were as per brand standards.
- Handled billing, customer data entry, and supported inventory tracking.
- Gangar Eyenation is a well-established premium optical retail chain known for its wide range of branded eyewear, professional eye care services, and strong customer trust, especially in Western India.
- Achieved ₹4 Lakhs in sales within the first month of joining – a record for a new joiner at that store.
- Successfully sold a Cartier Panther Collection model paired with Essilor Varilux S-Series lenses, a premium eyewear combo requiring deep product knowledge and excellent customer rapport.
- Received a personal appreciation call from the Head Office Director for the exceptional sale.
- Store celebrated the achievement with a cake-cutting event the next day in recognition of the milestone.
Senior Customer Service Associate
Reliance Vision Express
Vadodara
10.2014 - 03.2015
- Assisted walk-in customers in selecting frames, lenses, and eyewear packages as per prescription and lifestyle needs.
- Educated customers on different lens technologies including progressive, anti-glare, blue-cut, and photochromatic lenses.
- Maintained customer records, created bills, and ensured accurate order processing and delivery tracking.
- Supported the optometrist in eye check-up appointments, clinic hygiene, and pre-test processes.
- Handled daily cash management, CRM data updates, and ensured excellent in-store customer experience.
- Participated in store-level promotional campaigns and ensured high conversion rates from walk-ins to purchases.
- Ensured visual merchandising standards and organized display of premium and budget eyewear collections.
- In January, during the Kite Festival in Gujarat, I achieved the highest sunglasses sales across all stores. This performance earned me a ₹5000 voucher from Reliance as a recognition for the outstanding sales achievement.
Customer Service Associate
VISION SMART
Vadodara
05.2010 - 08.2014
- Company Overview: Local Optical
- Provided exceptional customer service by assisting clients in selecting eyewear, understanding their needs, and offering personalized recommendations.
- Managed store operations including inventory control, product displays, and ensuring a clean and organized environment.
- Processed sales transactions, handled cash register, and provided billing support to customers.
- Assisted in eye testing by coordinating with optometrists and ensuring proper testing equipment was available and functioning.
- Gained hands-on experience with different types of lenses, frames, and the optical industry's terminology, while constantly learning from senior colleagues.
- Developed strong communication skills by engaging with diverse customers and providing solutions to their inquiries.
- Contributed to achieving sales targets through excellent customer interaction and product knowledge.
- Local Optical
Education
BBA - Marketing
IME (Institute of Management And Engineering)
New Delhi 01.2005 - 07.2008
MBA - Marketing
Vision Institute of Management & Technology
New Delhi 01.2009 - 06.2010
HSC -
HIND DISTANCE EDUCATION ACADEMY
New Delhi 01.2025 - 01.2005
Skills
- Multi-Store Management
- P&L Management & Budgeting
- Sales & Revenue Growth
- Business Expansion & Development
- Market & Competitor Analysis
- Customer Acquisition & Retention Strategies
- Team Building & Performance Management
- Training & Development of Managers & Staff
- Employee Engagement & Motivation
- Conflict Resolution & Problem-Solving
- Brand Positioning & Promotions
- Digital Marketing & Social Media Engagement
- Customer Relationship Management (CRM)
- Client Satisfaction & Service Excellence
- Optical Industry Trends & Innovations
- Product Knowledge (Eye-glass, sunglass, Lens, cl)
- Vendor & Inventory Management
- Compliance & Quality Standards in Beauty Industry
- Data-Driven Decision Making
- KPI Tracking & Performance Metrics
Disclaimer
I hereby declare that the above information is true to the best of my knowledge. I am aware that all information will be cross-examined, and I give my consent for this process.
Timeline
HSC -
HIND DISTANCE EDUCATION ACADEMY
01.2025 - 01.2005
Area Operations Manager
Lenskart.com
05.2022 - Current
Cluster Manager
Lenskart.com
09.2018 - 10.2022
Store In-Charge
Lenskart.com
12.2016 - 09.2018
Senior Sales Associate
Amin Optical
04.2015 - 12.2016
Customer Care Associate
Gangar Eyenation
10.2014 - 03.2015
Senior Customer Service Associate
Reliance Vision Express
10.2014 - 03.2015
Customer Service Associate
VISION SMART
05.2010 - 08.2014
MBA - Marketing
Vision Institute of Management & Technology
01.2009 - 06.2010
BBA - Marketing
IME (Institute of Management And Engineering)
01.2005 - 07.2008
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