Guest Relations Manager

Stonex India Pvt. Ltd.; New Delhi; On-site; INR 900,000 - 1,300,000; Full time

Job summary

StoneX in Delhi seeks a Relationship Manager who acts as the primary face for clients from first engagement through installation, ensuring a seamless, high-touch journey and customer delight.

You will host Design District visits, coordinate with Stone Consultants and Sommelier, nurture relationships, drive conversions, and coordinate events, visits, and communications end-to-end.

Qualifications

• 4–6 years in client-facing roles within hospitality, airlines, luxury retail, etc.
• Exceptional interpersonal skills and genuine warmth as a host.
• Experience handling high-touch client experiences with calm under pressure.
• Proficiency in CRM software and clear written/verbal communication.

Responsibilities

• Relationship Ownership: single point of contact for clients across lifecycle.
• Host & Customer Delight: host Design District visits with luxury-standard care.
• Sales Conversion & Follow-Up: drive conversion through diplomatic follow-up.
• Events & Engagement: invite and host clients at StoneX events.
• Visit Facilitation: coordinate client visits end to end.
• Material & Dispatch Coordination: ensure correct stone dispatch.
• Account Coordination: manage payments and documentation flow.
• Complaint Management: respond promptly to client concerns and resolve.

Skills

CRM software

Interpersonal skills

Attention to detail

Warmth as host

Communication

Tools

CRM software

Job description

Role & responsibilities

As a Relationship Manager, you are the primary face of StoneX for our clients across their entire journey with us from the very first engagement through to final installation. You own the end-to-end relationship, serving as the single point of contact who ensures a seamless, high-touch experience and, above all, customer delight.

During a client's visit to the Design District, the Stone Consultant facilitates the shortlisting of stone, supported by the Stone Sommelier for technical expertise. You are the host the person who orchestrates the experience, ensures the client feels looked after, and carries the relationship forward with you. You remain always available to attend to client calls and queries, making you the client's trusted go-to at every step.

Key Responsibilities

Relationship Ownership: Act as the single point of contact for assigned clients across the full lifecycle - including those who have visited but are yet to convert - nurturing the relationship and keeping clients engaged between touchpoints.

Host & Customer Delight: Be the key host during Design District visits, ensuring every client feels the warmth and luxury-standard care of the StoneX experience, while the Stone Consultant leads stone shortlisting and the Stone Sommelier provides technical expertise.

Sales Conversion & Follow-Up: Own the follow-up with clients who did not close at the time of their visit, driving them diplomatically but persistently toward conversion.

Events & Engagement: Invite and host clients at StoneX events, using them as meaningful opportunities to deepen relationships and move conversations toward closure.

Visit Facilitation: Coordinate and facilitate client visits end to end - scheduling, hosting, and ensuring the Design District experience runs seamlessly from arrival to departure.

Material & Dispatch Coordination: Serve as the facilitation point for material dispatch, ensuring the stone selected by the client is exactly what is processed and shipped.

Account Coordination: Act as a smooth interface for account and payment coordination, keeping the client informed and documentation moving without delay.

Complaint Management: Be the first responder for any client concern - replacements, finishing touch-ups, or logistical queries - ensuring quick and diplomatic resolution.

Preferred candidate profile

Experience: 4-6 years in client-facing roles within hospitality, Airlines, luxury retail, etc.

Key Traits: Exceptional interpersonal skills, an eye for detail, genuine warmth as a host, and the ability to remain calm and gracious under the high-pressure demands of discerning clients.

Sales Orientation: A natural closer - comfortable following up, nurturing prospects, and converting interest into commitment without ever losing the luxury touch.

Technical Skills: Proficiency in CRM software, a basic understanding of project and logistics coordination, and clear written and verbal communication.

DNA: A "problem-solver" mindset - you don't just report a problem; you bring a solution to the client. Always available, always the host, always the client's single point of trust.