Customer Relationship Manager Mall Operations

Ambience Group; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Job summary

Ambience Malls in Gurugram is seeking a Customer Relationship Manager for Mall Operations. You will manage customer interactions, resolve queries, and drive a superior visitor experience across touchpoints.

Responsibilities include coordinating with security, housekeeping, parking, and tenants; maintaining complaint records; and generating regular service quality reports while upholding mall policies.

Qualifications

• 3–6 years in customer relationship management, hospitality, retail, or mall operations.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office and email communication.
• Customer-focused attitude with professional presentation.

Responsibilities

• Manage customer relations to ensure a seamless visitor experience.
• Handle queries, complaints, feedback, and escalations professionally.
• Coordinate with mall operations, security, housekeeping, parking, and tenants.
• Monitor satisfaction and implement initiatives to improve the mall experience.
• Oversee customer service desk, visitor assistance, and lost‑and‑found.
• Maintain records of complaints, feedback, and service requests.
• Prepare reports on customer feedback and operational concerns.
• Ensure grooming, courtesy, and high standards of service.

Skills

Customer relationship management

Communication skills

Coordination & reporting

MS Office

Education

Graduate in any discipline

Diploma in Hospitality/ Retail Management (preferred)

Tools

MS Office

Job description

Job Description Customer Relationship Manager (Mall Operations)

Company Name: Ambience Malls
Position: Customer Relationship Manager – Mall Operations
Location: Ambience Mall, Gurugram, Haryana
Department: Mall Operations / Customer Experience
Employment Type: Full-time
Working Days: 6 days a week
Weekly Off: 1 day as per roster

About the Role

Ambience Malls is looking for a dynamic, customer-oriented, and service-driven Customer Relationship Manager to manage customer interactions and enhance the overall visitor experience at Ambience Mall, Gurugram.

The ideal candidate will be responsible for handling customer queries, complaints, and feedback, coordinating with various mall departments, and ensuring excellent service standards across all customer touchpoints.

Key Responsibilities

• Manage customer relations and ensure a seamless and pleasant visitor experience.
• Handle customer queries, complaints, feedback, and escalations efficiently and professionally.
• Coordinate with mall operations, security, housekeeping, parking, maintenance, and retail tenants to resolve customer concerns.
• Monitor customer satisfaction and implement initiatives to improve the overall mall experience.
• Oversee customer service desk operations, visitor assistance, and lost-and-found services.
• Maintain records of customer complaints, feedback, resolutions, and service requests.
• Ensure compliance with mall policies, service standards, and standard operating procedures.
• Coordinate customer engagement activities, promotional events, festive celebrations, and mall activations.
• Build and maintain positive relationships with customers, retailers, and internal stakeholders.
• Prepare regular reports on customer feedback, complaints, service quality, and operational concerns.
• Ensure professional grooming, courteous communication, and high standards of customer service.

Candidate Profile

• Graduate in any discipline; a degree or diploma in Hospitality, Hotel Management, Retail Management, or Business Administration will be preferred.
• Experience: 3–6 years in customer relationship management, hospitality, retail, shopping malls, or customer service operations.
• Excellent communication and interpersonal skills.
• Strong problem-solving, complaint-handling, and conflict-resolution abilities.
• Good coordination, organizational, and reporting skills.
• Proficiency in MS Office and email communication.
• Customer-focused attitude with a professional and presentable personality.
• Willingness to work rotational shifts, weekends, and public holidays as per mall requirements.

Working Details

• Work Location: Ambience Mall, Gurugram
• Working Schedule: 6 days a week
• Shift Timings: As per mall operational requirements
• Compensation: As per experience and industry standards