Serve as the central bridge between Dazzles and its clients, ensuring a seamless, high-touch client journey. The GRM operates from the front desk and coordinates all client-facing functions to maintain disciplined service flow aligned with the brand’s premium positioning.
Key Result Areas (KRAs)
- Client Journey Governance: Supervise the end-to-end client journey across 14 touchpoints (Front Desk, Coordination Desks, QRD). Ensure ≥95% adherence to scheduled consultations, trials and deliveries.
- Client-Facing Team Leadership: Lead and coordinate a 30-member client-facing team. Ensure desk readiness, role accountability, and execution of the Seven Steps of Hospitality.
- Sales Conversion &
- Value Enhancement: Support associates during consultations to improve sales conversion. Enable upselling and cross-selling to increase bill closure and average bill value.
- Client Data &
- Relationship Management: Ensure 100% client capture in CRM and ≥95% profile completeness. Maintain structured follow-ups and use client insights for personalized service.
- Training, Escalation &
Experience Assurance: Conduct service and client journey training.
Manage client escalations and ensure structured feedback collection.