Guest Relations Manager

Role & responsibilities

A.

To manage the guest relations activities of the store and improve the customer experience within the store through an in-depth understanding of the business and customers to facilitate sustained growth of the business.

B.

Sales Performance

• Responsible for the smooth functioning of all GR functions in the assigned store to enhance customer experience.

• Develop customer profiles (including wedding customers) by understanding customers requirements in order to showcase products that meet their needs.

• Responsible for maintaining regular and effective communication with the CRM & GR executives for analysing and improving Customer Service reviews based on Customer feedback.

• Organize and manage the Guest Relations department and staff, efficiently delegate responsibilities.

• Maintain attendance and movement register in the store.

• Conduct competitor study and be fully informed on the products provided by Malabar and its competitors to answer queries of customers.

• Ensure that the customers are supplied with refreshments and are properly attended by the GR team.

Customer Experience

• Implement customer experience guidelines set by the retail leadership to provide a uniform Malabar experience to all customers.

• Greet customers upon entry to the store in order to engage with them to understand their requirements and direct them to the right person/section.

• Respond to questions, needs and desires of guests, and follow up to ensure their requests have been met with satisfaction.

Sales Support

• Monitor and accurately record customer data (pre-purchase, conversation, footfall data etc.) through interviews and observations.

• Setup and maintain visual merchandising display (Eg: dangler, standee, store decorations etc.) as per guidelines from the Central VM team to manage the overall store ambience.

• Managing the overall Store ambience through maintenance of displays and supporting the Store to adhere to VM guidelines

• Call up customers and leads to invite them for exhibitions, promotional events/campaigns, etc.

• Actively support in event management activities during store launch and product exhibitions.

Schemes

• Manage and ensure timely reminders related to scheme payment dues to customers in order to have on time payments.

Internal process

• Ensure that all activities are carried out as per the standard operating procedures (SOPs) in the section.

• Review and provide regular and ad-hoc reports to management and other stakeholders as required.

• Track and analyse reports related to Customer Service and provide insights and actionable recommendations to improve the overall performance.

People development

• Drive a performance driven culture in the team by timely monitoring, review of performance parameters and feedback to the team members.

• Develop and implement in-house training of GR team and ensure the grooming and quality of customer service extended by GRE's.

• Contribute towards the development of talent by providing subordinates with adequate exposure and growth opportunities.

• Actively participate in HR initiatives to drive overall engagement and motivation.

Preferred candidate profile

• Graduation / Post Graduation

• Minimum 4 + years of experience in jewelry preferred.

• Good Communication skills

• Customer handling skills

• Monitor and analyze guest feedback.

• Language preferred: Kannada, English, Hindi