* 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.
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.
