Front Desk Executive

The Business Team serves as the first point of contact for all store visitors, ensuring a seamless, well-managed, and professional customer experience. The role includes handling inquiries, managing appointments, coordinating customer flow, and delivering efficient front-desk support while upholding brand standards. They are also responsible for end-to-end pre-, during-, and post-sales coordination—ensuring store readiness, enabling smooth in-store client engagement, and managing post-sales processes including alterations and overall exit experience.

Key Result Areas (KRAs)

1.     Client Journey Oversight

Monitor and coordinate the end-to-end client journey across all store touchpoints to ensure smooth, comfortable and premium client experiences

2.     Pre-Visit Operational Readiness

Ensure all client-facing desks, teams and information systems are prepared before store opening, including appointment review and readiness for priority clients

3.     Hospitality & Service Excellence

Maintain consistent hospitality standards across the store and ensure associates follow defined service protocols during client interactions

4.     Sales Support & Business Enablement

Support associates during client interactions to facilitate smooth product presentation, cross-selling opportunities and sales conversion

5.     Post-Visit Coordination & After-Sales Flow

Ensure seamless transition of clients to billing, QRD and after-sales processes while maintaining communication and service continuity

Key Performance Indicators (KPIs)

1.     Client Journey Efficiency

Ensure smooth coordination across all client-facing touchpoints with minimal service delays during active client visits

2.     Operational Readiness Compliance

100% completion of daily logs, appointment reviews and desk readiness checks before store opening

3.     Hospitality & Service Standards

Maintain minimum 90% compliance with hospitality and service protocols during observed client interactions

4.     Sales Support Contribution

Enable cross-selling or assisted sales opportunities in at least 20% of supported client interactions

5.     Escalation Resolution & Client Feedback

Resolve 100% client concerns during store visits where possible and ensure feedback insights are documented for service improvement