MALABAR GOLD & DIAMONDS is looking for a dedicated and experienced Guest Relations Manager to lead our customer experience efforts in the assigned store. You'll be crucial in ensuring the smooth functioning of all Guest Relations (GR) activities, enhancing customer satisfaction, and driving loyalty through personalized interactions and meticulous service delivery. If you have a passion for creating exceptional customer experiences and leadership skills, we invite you to be a part of our premium retail setting.
Role & 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 customer requirements to showcase products that meet their needs.
- Responsible for maintaining regular and effective communication with the CRM & GR executives for analyzing 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 customer queries.
- Ensure that 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 to engage with them, 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 (e.g., dangler, st