Customer Relationship Manager

We are looking for a dynamic and customer-centric Customer Relationship Manager (CRM) who will be responsible for driving guest engagement, centre-level sales, and long-term customer relationships. This role involves managing partnerships, enhancing guest experiences, handling escalations, and executing retention initiatives to drive repeat footfall and revenue. 

Key Responsibilities 

& Partnerships 

• Develop and manage tie-ups with schools, corporates, event planners, and institutions to drive bulk bookings  
• Identify new business opportunities to increase centre-level revenue  

Customer Experience Management 

• Act as the primary point of contact for walk-in guests, party clients, and group bookings  
• Guide customers through offerings, recommend packages, and ensure a seamless experience  

Feedback & Escalation Handling 

• Collect and analyse customer feedback to improve service quality  
• Handle complaints and escalations efficiently sales to ensure high satisfaction levels  

Event & Booking Management 

• Coordinate and execute birthday parties, corporate events, and group bookings  
• Ensure smooth execution of events in collaboration with operations and floor teams  

Loyalty & Retention 

• Design and implement customer engagement initiatives, loyalty programs, and post-visit follow-ups  
• Drive repeat visits and long-term customer relationships  

Reporting & MIS 

• Maintain and present reports on customer data, bookings, satisfaction scores, and sales performance  
• Track KPIs and provide insights for business improvement  

Cross-functional Collaboration 

• Work closely with Centre Managers, Marketing, and Operations teams to enhance overall guest experience  

Qualifications & Experience 

• Diploma/ Bachelor’s degree in Business, Hospitality, Marketing, or a related field  
• Minimum 0–3 years of experience in customer-facing roles or hospitality, entertainment, or retail sales preferred  
• Proficiency in CRM tools, MS Excel, and MIS reporting  

Compensation & Benefits 

• Competitive salary with performance-based incentives  
• Career growth and internal advancement opportunities  
• Energetic and collaborative work culture  
• Employee discounts on park attractions and services  

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Customer-centric mindset with exceptional problem-solving skills.
• Ability to handle customer complaints professionally and ensure timely resolution.
• Experience using CRM software (such as Salesforce, Zoho CRM, HubSpot, or similar platforms).
• Strong organizational and time management skills.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Key Responsibilities

• Build and maintain long-term relationships with customers.
• Handle customer queries, complaints, and feedback promptly and professionally.
• Ensure high levels of customer satisfaction and retention.
• Maintain accurate customer records and update CRM systems regularly.
• Coordinate with sales, operations, and marketing teams to deliver a seamless customer experience.
• Identify opportunities for customer engagement, upselling, and cross-selling.
• Monitor customer satisfaction metrics and prepare periodic reports.
• Conduct follow-ups with customers to strengthen relationships and improve service quality.