Twelve Years and Counting: Gowhar Shah’s Eye-Conic Journey

Gowhar Shah at Lenskart

When Gowhar Shah joined Lenskart 12 years ago, little did he know that the next decade was going to be such an eye-conic one in his journey. Currently working as a Manager in the Customer Happiness Team, he feels a sense of gratitude and pride as he looks back, for all the learnings and stories that he has to share with us.

Reflecting on the Journey

“These years have been nothing short of transformative, personally and professionally, and there’ve been so many opportunities, experiences and lessons that have come my way.”

From day one, he knew Lenskart was different — a place where innovation and customer care were more than just words.

“The energy and sheer passion from Amit and Peyush — it was infectious! Each day brought with it new challenges, new opportunities, and new reasons to be proud of the work we do.”

Adapting to Change

With a goal to improve eye health globally, we’ve taken many leaps towards chasing this faster and better than before. Tech intervention and automation for improved service is one of the things Gowhar’s been closely involved with. Learning, adapting to and finally mastering new digital age skills is something that’s come in handy.

“We’ve worked tirelessly to break down barriers to Customer service. Meeting the ever-changing needs and expectations of our customers in this instant age has been challenging. With the rise of e-commerce and new technologies, we’ve had to continuously adapt and evolve to deliver a seamless and personalized shopping experience that exceeds customer expectations, and eventually become truly omni-channel.”

As the organization’s ability to serve our customers has evolved, so have our people in terms of unlocking user preferences in newer ways.

“When we began our omni-channel journey, it was a major step up and came with a lot of learning opportunities, particularly in terms of the retail Industry and technology implementation, adopting a customer-centric approach to operational excellence. Such professional growth equipped me with valuable skills in strategic planning, cross-functional collaboration, and leadership in customer experience management. Through the process, the appreciation for putting customers at the center became embedded in our core of business operations.”

Embracing Innovation

With a tenure spanning over a decade, things have become more dynamic than ever in terms of the work, the problems and the solutions at Gowhar’s end.

Gowhar and team.

It hasn’t been easy but the motto of “Think There Is No Box” has become a guiding principle for him and his team.

“We’ve faced our fair share of challenges along the way — from navigating industry disruptions to weathering global storms. Over time, we transformed the Customer support mindset where conventional boundaries were challenged and prompted us to think beyond traditional limitations.”

Foraying into International Territory

As Lenskart grew globally, Gowhar led the charge in setting up international customer service operations. This was a challenging but rewarding experience for him, blending global standards with the fundamentals that define Lenskart.

“As the brand expanded its footprint globally, I had the opportunity to lead the establishment of customer service operations at an international level. Meeting diverse cultural preferences and regulatory requirements was key here. It required integrating global customer service standards while maintaining the Lenskart DNA. This international customer service project stands out as a transformative period in my career. It reinforced Lenskart’s commitment to innovation and customer-centricity while preparing me to navigate complex challenges and opportunities in the global marketplace. Still learning and to be continued…”

What Lies Ahead

As Gowhar looks to the future, his journey with Lenskart continues. He’s eager to take on new challenges and contribute to Lenskart’s growth in the years ahead.

Gowhar’s 12 year journey and counting…

“In closing, I feel the past 12 years are truly unforgettable. It has been an honor to be part of this incredible journey, and I look forward to the years to come.”