Guest Relations Manager

Guest Relations Manager

Role & Responsibilities

• 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 customer requirements to showcase products that meet their needs.

• Responsible for maintaining regular and effective communication

  with the CRM & GR executives for analyzing 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 customer queries.
• Ensure that 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 to engage with them, 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

  (e.g., dangler, standee, store decorations etc.) as per guidelines from the Central VM team to manage the overall store ambiance.

• Managing the overall Store ambiance

  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

  event management activities

  during store launches and product exhibitions.

Schemes

• Manage and ensure

  timely reminders related to scheme payment dues

  to customers to ensure 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 analyze reports related to Customer Service and provide

  insights and actionable recommendations

  to improve overall performance.

People Development

• Drive a

  performance-driven culture

  in the team by timely monitoring, reviewing performance parameters, and providing feedback to team members.
• Develop and implement

  in-house training of the GR team

  and ensure the grooming and quality of customer service extended by GREs.
• 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.