Guest Relations Manager

MALABAR GOLD & DIAMONDS is looking for a dedicated and experienced Guest Relations Manager to lead our customer experience efforts in the assigned store. You'll be crucial in ensuring the smooth functioning of all Guest Relations (GR) activities, enhancing customer satisfaction, and driving loyalty through personalized interactions and meticulous service delivery. If you have a passion for creating exceptional customer experiences and leadership skills, we invite you to be a part of our premium retail environment.

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.