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Job Title: Customer Relationship Manager (CRM) – Restaurants & Events
Location: Multiple Locations
Department: Sales, Marketing & Guest Relations
Reports To: Brand Manager / Operations Head
Role Overview
We are seeking a dynamic and guest-focused Customer Relationship Manager (CRM) with extensive experience in restaurant operations, event sales, party management, and customer engagement. The ideal candidate will be responsible for driving guest retention, generating party and corporate business, strengthening customer relationships, managing CRM systems, and executing marketing initiatives that enhance revenue and brand visibility.
Key Responsibilities
Guest Relationship Management
* Build and maintain strong relationships with guests, VIP clients, and repeat customers.
* Ensure exceptional guest experiences through proactive engagement and personalized service.
* Handle guest feedback, complaints, and service recovery with professionalism and efficiency.
* Develop loyalty programs and guest retention strategies.
Party Sales & Event Management
* Generate and manage social, corporate, and private event bookings.
* Coordinate end-to-end execution of birthday parties, corporate gatherings, networking events, and special celebrations.
* Conduct venue tours, negotiate packages, and close event sales.
* Ensure seamless event execution by coordinating with operations, kitchen, and service teams.
Corporate Tie-Ups & Business Development
* Identify and establish partnerships with corporates, residential communities, clubs, and institutions.
* Generate leads for bulk bookings, corporate events, employee engagement programs, and special promotions.
* Develop strategic alliances to increase brand reach and revenue.
CRM & Data Management
* Manage and maintain customer databases using CRM tools.
* Analyze customer behavior, visit frequency, spending patterns, and feedback.
* Create targeted campaigns to improve guest retention and repeat business.
* Generate periodic reports on customer acquisition, retention, and revenue performance.
Marketing & Promotions
* Conceptualize and execute innovative marketing campaigns and promotional activities.
* Collaborate with digital marketing teams for lead generation and customer engagement initiatives.
* Plan and execute seasonal events, themed nights, sports screenings, and promotional activations.
* Drive review generation and online reputation management.
Food & Beverage Knowledge
* Possess strong understanding of food, beverages, cocktails, and restaurant operations.
* Recommend suitable event packages and menu selections based on guest requirements.
* Stay updated on market trends, competitor activities, and guest preferences.