Customer Relationship Manager

Interested candidate can share their resume's on [phone removed]

Role & responsibilities

Customer Greeting & Experience Management

• Welcome every customer entering the store with warmth and professionalism, setting a positive first impression from the door
• Understand customer needs proactively and guide them to the right product, service, or associate within the store
• Acknowledge and manage wait times; keep customers engaged and comfortable during peak hours
• Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk

Grievance Resolution & Customer Recovery

• Own all in-store customer complaints from product defects and service delays to prescription concerns
• Resolve grievances at the store level within defined TATs; escalate with full context when required
• Maintain a complaint log and follow up post-resolution to confirm customer satisfaction

• Identify recurring complaint patterns and flag them to store leadership and the operations team

Difficult Customer Handling

• Manage irate or highly dissatisfied customers with empathy, patience, and solution orientation
• De-escalate tense situations through active listening and calm, composed communication
• Exercise judgment on goodwill gestures (replacement, priority service, escalation) within authorized limits

Store Experience & CRM Operations

• Maintain store ambience, queue management, and signage in the customer-facing zone
• Capture customer feedback (NPS, in-store forms) and share weekly insights with the store team

• Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics

• Coordinate with the post-sales and fulfilment team for order status updates and delivery queries

Preferred candidate profile

Must-Have

• 24 years of experience in customer-facing roles — hospitality (hotel front desk, concierge), premium retail, airport lounge, or mall guest services

• Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy

• Fluency in Kannada and English; Hindi is a strong advantage

• Warm, approachable personality with a solution-first and ownership mindset

• Graduate in any discipline

Good to Have

• Background from premium malls (UB City, Phoenix, Palladium), 5-star hotel front desks (Taj, Oberoi, Leela), or airport lounges (Encalm, Plaza Premium)

• Familiarity with CRM tools, complaint ticketing systems, or basic store management software

• Prior exposure to eyewear, healthcare retail, or regulated product categories

• Comfort with basic data entry — logging complaints, updating resolution status, sharing daily report