Assistant Manager- Guest Relations

Malabar Group; Maharashtra; On-site; INR 300,000 - 500,000; Full time

Job summary

Malabar Group is seeking a Guest Relations professional to enhance the customer experience in the store. You will organize the Guest Relations department, develop customer profiles, and collaborate with CRM & GR executives to analyze feedback.

The role involves managing store ambience, conducting competitor insights, coordinating events, and driving a performance-driven culture through team development and HR initiatives.

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 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.

Job description

Primary Responsibilities

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 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.