Manager - Guest Relations

As a Sales Performance Specialist at Malabar, your role involves ensuring the smooth functioning of all Guest Relations (GR) functions in the assigned store to enhance customer experience. This includes developing customer profiles, maintaining regular communication with CRM & GR executives, organizing the Guest Relations department and staff, and conducting competitor studies to be well-informed on products provided by Malabar and its competitors. You will also be responsible for maintaining attendance records, ensuring customers are properly attended to by the GR team, and providing them with refreshments. Key Responsibilities: - Develop customer profiles to understand their requirements and showcase products that meet their needs - Maintain regular communication with CRM & GR executives to analyze and improve Customer Service reviews - Organize and manage the Guest Relations department and staff, delegating responsibilities efficiently - Conduct competitor study to stay informed on products provided by Malabar and its competitors - Ensure customers are supplied with refreshments and properly attended by the GR team In terms of Customer Experience, you will be required to implement customer experience guidelines set by retail leadership, greet customers upon entry, engage with them to understand their requirements, and direct them to the right person or section. You will also respond to customer questions, needs, and desires, ensuring their requests are met with satisfaction. Sales Support will involve monitoring and recording customer data accurately, setting up and maintaining visual merchandising displays as per guidelines from the Central VM team, managing the store's overall ambience, and actively supporting event management activities during store launch and product exhibitions. Your responsibilities will also include ensuring all activities are carried out as per standard operating procedures, providing regular and ad-hoc reports to management and stakeholders, tracking and analyzing reports related to Customer Service, and offering insights and recommendations to improve performance. Additionally, as part of People Development, you will drive a performance-driven culture in the team, monitor and review performance parameters, provide feedback to team members, develop in-house training for the GR team, contribute to talent development, and actively participate in HR initiatives to drive overall engagement and motivation.,