Assistant Manager- Guest Relations

Assistant Manager- Guest Relations
Malabar Gold & Diamonds
Primary Responsibilities

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.


* 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.

Retail Sales
Below 35
7 Year and above
As per industry standards (INR)