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 &amp; 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.

Guest Relations Manager in Kozikode (UID-14826)

Job Description

Job Details

Skills Required for Guest Relations Manager

Job Description for Guest Relations Manager

Explore More Opportunities