Assistant Manager / Optician

About the role

The Retail Optical Manager is responsible for driving profitable sales through exam growth and outstanding patient experience. This role involves modeling exemplary patient care, developing and maintaining high levels of satisfaction among patients, associates, and doctors, and ensuring consistent retention and productivity in a fast-paced, multi-tasking environment.

Responsibilities

• Ensure excellent reliability in attendance and punctuality, including reliable transportation and a valid driver’s license
• Travel up to 30 miles from the primary store as needed
• Maintain open availability on Saturdays and during peak seasons
• Drive profitable store sales by fostering a patient-focused retail culture and prioritizing exam growth daily, weekly, and monthly
• Conduct community outreach, including cornea events and blitzing
• Engage in consistent communication with existing patients and creative social media marketing
• Aim for plan sales goals and comp store sales growth with a proven track record of increased KPI results
• Analyze business performance using strong business acumen and ensure positive comp store contribution year-on-year
• Manage gross margin in accordance with company standards
• Train and develop associates to consistently provide a patient care-focused experience
• Develop a team of administratively skilled associates to support daily operational tasks
• Build strong professional relationships with doctors and ensure appropriate coverage and quality of doctor hours
• Implement initiatives to increase the number of exams and conversion of exams to sales
• Participate in business planning and updates
• Recruit, train, develop, and retain high-performing associates, measured by effective daily practice, role-playing, two-way communication coaching, and proactive manpower planning
• Ensure positive patient satisfaction as measured by patient retention and survey responses
• Ensure each store is effectively merchandised and presented according to standards, including execution of planograms, visual appearance inside and outside the store, signage, cleanliness, housekeeping, and associate professional presentation
• Uphold high quality through customer follow-up, accurate measurements, correct pricing, POS entry, and realistic service delivery time quotes
• Maximize Managed Vision Care relationships and sales opportunities
• Timely implementation of approved marketing programs and execution of signage and promotions according to company standards
• Execute operational procedures related to safety, maintenance, housekeeping, carpet, store front windows, proper lighting, and store safety (security systems, posted safety information, fire extinguishers, and door locks)

Requirements

• Optical knowledge or licensure with a minimum of 2 years of optical experience
• Proven track record of sales growth through sales skills and accountability for sales results, with a minimum of 3 years of sales experience
• Demonstrated ability to deliver an outstanding patient experience with a proven conversion rate of at least 80%
• Proven experience and results in a retail or customer service establishment
• Ability to present and implement decisive and creative solutions to grow the business
• Strong communication skills to meet or exceed patient expectations
• Ability to foster positive and results-oriented relationships with associates and doctors
• Success in store merchandising and attention to detail
• Ability to manage priorities through adaptability and flexibility
• Willingness to take calculated risks
• Attention to detail and follow-up
• Ability to multi-task and delegate to maximize patient interaction
• Computer experience preferred

Education

• Bachelor’s degree or comparable experience in retail operations
• Minimum 3 years of optical retail experience