Guest Experience Manager

Role Purpose

Serve as the central bridge between Dazzles and its clients, ensuring a seamless, high-touch client journey. The GRM operates from the front desk and coordinates all client-facing functions to maintain disciplined service flow aligned with the brand’s premium positioning.

Key Result Areas (KRAs)

• Client Journey Governance: Supervise the end-to-end client journey across 14 touchpoints (Front Desk, Coordination Desks, QRD). Ensure ≥95% adherence to scheduled consultations, trials and deliveries.
• Client-Facing Team Leadership: Lead and coordinate a 30-member client-facing team. Ensure desk readiness, role accountability, and execution of the Seven Steps of Hospitality.
• Sales Conversion & Value Enhancement: Support associates during consultations to improve sales conversion. Enable upselling and cross-selling to increase bill closure and average bill value.
• Client Data & Relationship Management: Ensure 100% client capture in CRM and ≥95% profile completeness. Maintain structured follow-ups and use client insights for personalized service.
• Training, Escalation & Experience Assurance: Conduct service and client journey training. Manage client escalations and ensure structured feedback collection.

Key Performance Indicators (KPIs)

• Client Satisfaction Score (CSAT): ≥4.6 / 5 CSAT with ≥70% feedback capture.
• Response & Resolution Discipline: ≤10 min response time, 90% issues resolved within 24 hrs.
• Upselling & Cross-Selling Contribution: ≥12–15% increase in average bill value or ≥25% add-on purchases.
• Client Data & Relationship Management: 100% client capture, ≥95% profile completion, ≥90% follow-ups within 24 hrs.
• Client Journey Execution: ≥95% trials/deliveries on schedule, ≤3% internal reschedules, ≥3 extra-mile moments/month

Leadership Standards

• Education: Any stream; strong problem-solving ability
• Leadership Experience: 3–5 years leading multi-team operations
• Team Scale Managed: Managed ~30 employees and coordinated across teams
• Communication & Persona: Speaks 3–4 languages; calm, decisive

Pay: ₹40,000.00 - ₹60,000.00 per month

Work Location: In person