Customer Relationship Manager Mall Operations

Job Description Customer Relationship Manager (Mall Operations)

Company Name: Ambience Malls
Position: Customer Relationship Manager – Mall Operations
Location: Ambience Mall, Gurugram, Haryana
Department: Mall Operations / Customer Experience
Employment Type: Full-time
Working Days: 6 days a week
Weekly Off: 1 day as per roster

About the Role

Ambience Malls is looking for a dynamic, customer-oriented, and service-driven Customer Relationship Manager to manage customer interactions and enhance the overall visitor experience at Ambience Mall, Gurugram.

The ideal candidate will be responsible for handling customer queries, complaints, and feedback, coordinating with various mall departments, and ensuring excellent service standards across all customer touchpoints.

Key Responsibilities

• Manage customer relations and ensure a seamless and pleasant visitor experience.
• Handle customer queries, complaints, feedback, and escalations efficiently and professionally.
• Coordinate with mall operations, security, housekeeping, parking, maintenance, and retail tenants to resolve customer concerns.
• Monitor customer satisfaction and implement initiatives to improve the overall mall experience.
• Oversee customer service desk operations, visitor assistance, and lost-and-found services.
• Maintain records of customer complaints, feedback, resolutions, and service requests.
• Ensure compliance with mall policies, service standards, and standard operating procedures.
• Coordinate customer engagement activities, promotional events, festive celebrations, and mall activations.
• Build and maintain positive relationships with customers, retailers, and internal stakeholders.
• Prepare regular reports on customer feedback, complaints, service quality, and operational concerns.
• Ensure professional grooming, courteous communication, and high standards of customer service.

Candidate Profile

• Graduate in any discipline; a degree or diploma in Hospitality, Hotel Management, Retail Management, or Business Administration will be preferred.
• Experience: 3–6 years in customer relationship management, hospitality, retail, shopping malls, or customer service operations.
• Excellent communication and interpersonal skills.
• Strong problem-solving, complaint-handling, and conflict-resolution abilities.
• Good coordination, organizational, and reporting skills.
• Proficiency in MS Office and email communication.
• Customer-focused attitude with a professional and presentable personality.
• Willingness to work rotational shifts, weekends, and public holidays as per mall requirements.

Working Details

• Work Location: Ambience Mall, Gurugram
• Working Schedule: 6 days a week
• Shift Timings: As per mall operational requirements
• Compensation: As per experience and industry standards

How to Apply

Interested candidates are requested to share their updated resume at:

Email: [email removed]