Role Objective To lead and enhance the overall customer experience within the store by ensuring exceptional guest service standards, managing customer relationships, handling escalations effectively, and supporting store sales through superior customer engagement and service excellence.

Primary Responsibilities1. Customer Experience Management

- Ensure every customer receives a warm welcome and a premium in-store experience.
- Monitor and maintain customer service standards across all customer touchpoints.
- Handle customer concerns, complaints, and escalations promptly and professionally.
- Drive customer satisfaction initiatives and ensure timely resolution of feedback.
- Maintain a customer-centric culture within the store.

1. Guest Relations & Customer Engagement

- Develop and maintain solid relationships with existing and prospective customers.
- Support VIP customer management and personalized customer engagement activities.
- Coordinate customer hospitality arrangements, refreshments, and waiting area management.
- Conduct follow-up calls for feedback, special occasions, and service recovery initiatives.
- Promote loyalty programs, schemes, and customer retention activities.

1. Team Leadership

- Supervise and guide Guest Relations Executives and Associates.
- Conduct regular coaching and training on customer service standards and communication skills.
- Ensure team adherence to grooming, etiquette, and service protocols.
- Allocate responsibilities and monitor team performance related to customer experience objectives.

1. Sales Support

- Collaborate with Sales & Services teams to enhance conversion through superior customer engagement.




- Support promotional events, exhibitions, product launches, and customer programs.
- Monitor customer footfall trends and share insights with store leadership.
- Assist in developing customer profiles and maintaining customer databases.

1. Store Ambience & Visual Standards

- Ensure reception, waiting areas, and customer-facing sections maintain premium standards.
- Coordinate with relevant departments for cleanliness, ambience, and customer comfort.
- Support visual merchandising initiatives and customer experience enhancements.

1. Customer Insights & Reporting

- Analyze customer feedback, complaints, and satisfaction trends.
- Prepare periodic customer experience reports and recommend improvement actions.
- Monitor service KPIs including customer satisfaction, complaint resolution, retention, and feedback scores.
- Share actionable insights with store management.

1. Compliance & Internal Processes

- Ensure adherence to company SOPs, customer service policies, and operational guidelines.
- Maintain accurate guest records, customer interactions, and service-related documentation.
- Support audits and compliance requirements related to customer service operations.

1. People Development

- Identify training needs for the Guest Relations team.
- Ensure completion of mandatory training programs and certifications.
- Foster a culture of continuous learning and improvement.
- Support succession planning and talent development within the department.

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits

- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Guest Relation Manager (Kochi)
🏢 Malabar Gold And Diamonds
📍 Kochi