Executive- Guest Relations

Malabar Group; Indore District; On-site; INR 201,000 - 290,000; Full time

Job summary

Malabar Group in Indore is seeking a dynamic Retail Associate to drive sales and deliver an outstanding customer experience in our jewelry store. You will develop customer profiles, present accurate pricing, manage discounts with leadership approval, and support smooth store operations.

You will greet customers, assist during jewellery trials, execute experience guidelines, monitor data, support events and maintain VM standards to create a premium Malabar experience for every guest.

Qualifications

Responsibilities

• Develop customer profiles (including wedding customers) to showcase products that meet their needs and manage customer experience.
• Provide estimates to customers, grant discounts within limits, and obtain leadership approval for further discounts.
• Check and maintain attendance & movement register in the store.
• Greet customers upon entry to engage and direct them to the right person/section.
• Help customers during jewellery trials to enhance the customer experience.
• Execute customer experience guidelines to provide a uniform Malabar experience.
• Conduct competitor study and be informed on Malabar and competitors to answer queries.

Job description

Primary Responsibilities

Sales Performance

• Develop customer profiles (including wedding customers) by understanding customers’ requirements in order to showcase products that meet their needs and manage customer experience.
• Calculate and share the estimates to the customer upon making the sale, provide discount within one’s limits and obtain approval from store leadership for further discounts in order to improve customer service.
• Check and maintain attendance & movement register in the store.

Customer Experience

• 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
• Help customers during the jewellery trials to enhance the customer experience within the store.
• Execute customer experience guidelines set by the retail leadership to provide a uniform Malabar experience to all customers.
• Conduct competitor study and be fully informed on the products provided by Malabar and its competitors to answer queries of customers.

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.
• Guide the customers to the waiting area, keep them engaged and ensure that the customers are supplied refreshments.

Schemes

• Provide timely reminders related to scheme payment dues to customers in order to have on time payments.

Internal process

• Adhere to the standard operating procedures in the store.
• Analyze customer satisfaction trends and report to senior management.

People development

• Continuously strive for self-development by actively seeking opportunities for growth.
• Ensure adherence to timelines for completion of performance appraisal for self.
• Take overall responsibility for identification of training needs and completion of mandatory training programs/certifications for self.