Manager - Guest Relations

Job Description

Manager - Guest RelationsJob Code MGD2135Designation Manager - Guest RelationsBusiness Vertical Malabar Gold & DiamondsJob Summary 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 paymentsInternal 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.Functional Area Retail SalesLocation WakadState MaharashtraCountry INDIAEducational Qualification B ComAge 32 to 35Experience 7 Year and aboveSalary Range As per industry standard (INR)

Keyskills :
sales performance customer experiencesales support schemes internal process hr effective communicationattendance