Customer Relationship Manager

Role Overview

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 :-

Sales & 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 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

Skills & Competencies

• Strong interpersonal and communication skills (English & Hindi)
• Excellent relationship-building and negotiation abilities
• Customer-first mindset with a proactive approach
• Strong problem-solving and conflict resolution skills
• Ability to multitask and perform in a fast-paced environment
• High ownership and accountability
• Experience using CRM software ( such as Salesforce, ZOHO CRM, Hubspot etc)