Manager - Guest Relations

Malabar Group; Wakad; On-site; INR 400,000 - 600,000; Full time

Job summary

Malabar Group in Wakad, India is seeking a Guest Relations professional to oversee GR operations, sales support, and customer experience in the retail store. You will develop customer profiles, lead the GR team, maintain store ambience and assist in events and schemes to enhance customer satisfaction.

This role focuses on delivering a consistent Malabar experience, greeting customers, directing them to the right sections, and following up to ensure requests are met with satisfaction.

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

Job description

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.