Customer Lounge & Product Experience Manager

1. Role Purpose

To manage and maintain the Customer Lounge and Product Experience Centre at Ramraj Cotton’s Corporate Office, creating a premium, welcoming and memorable experience for customers, business partners, senior visitors and other stakeholders.

The role will ensure that the lounge, product displays and customer interaction areas are maintained to the highest standards, while effectively showcasing Ramraj Cotton’s brand heritage, product portfolio, craftsmanship and contemporary offerings.

2. Key Responsibilities

A. Customer Lounge Management

• Take complete ownership of the day-to-day operations of the Customer Lounge.
• Ensure the lounge is always clean, organised, welcoming and presentation-ready.
• Manage customer reception, hospitality and overall visitor experience.
• Coordinate refreshments, seating arrangements and other customer requirements.
• Ensure appropriate hospitality standards are followed for VIP customers and business visitors.
• Coordinate with Administration, Security, Housekeeping and other support teams for smooth lounge operations.
• Maintain visitor records and track customer interactions where required.

B. Product Display & Presentation

• Own the presentation of Ramraj Cotton products displayed at the Corporate Office.
• Ensure products are displayed in an attractive, organised and brand-consistent manner.
• Maintain appropriate product categorisation, including:

o Men’s wear

o Women’s wear

o Kids’ wear

o Traditional / ethnic wear

o Towels

o Home textiles

o New launches

o Seasonal / festive collections.

• Ensure products are clean, properly folded / hung, tagged and presented.
• Regularly refresh displays based on new launches, seasonality, festivals and business priorities.
• Coordinate with Retail, Merchandising, Brand and Product teams for updated displays.
• Ensure damaged, outdated or discontinued products are removed promptly.

C. Customer Experience

• Welcome and engage customers visiting the Corporate Office.
• Understand customer requirements and provide appropriate product information.
• Explain Ramraj Cotton’s brand story, product categories and key differentiators.
• Facilitate product demonstrations and presentations where required.
• Create a personalised and premium customer experience.
• Collect customer feedback and communicate relevant insights to the Retail / Brand team.
• Identify opportunities to improve customer experience and product presentation.

D. Product Knowledge

• Develop strong knowledge of Ramraj Cotton’s products, fabrics, categories, pricing and key product features.
• Stay updated on new product launches, collections and seasonal offerings.
• Coordinate with Product / Merchandising teams to understand product USPs.
• Ensure accurate information is provided to customers.
• Develop simple product information cards / display communication wherever required.

E. Corporate Customer & VIP Visits

• Coordinate lounge readiness before visits by:

o Key customers

o Dealers / distributors

o Business partners

o Institutional customers

o Senior leaders

o Other important stakeholders.

• Prepare customised product displays for important customer visits.
• Coordinate with relevant teams to ensure the right products and samples are available.
• Support product presentations and customer meetings when required.
• Ensure a consistently premium experience for high-value visitors.

F. Visual Merchandising

• Maintain high standards of visual merchandising and product presentation within the lounge.
• Develop attractive product stories and thematic displays.
• Create displays around festivals, special occasions and key business campaigns.
• Coordinate with Visual Merchandising / Brand teams for display concepts.
• Ensure lighting, signage, fixtures and presentation elements are maintained properly.
• Conduct regular display audits and rectify gaps immediately.

G. Inventory & Product Control

• Maintain an updated list of products displayed in the lounge.
• Track sample / display inventory.
• Coordinate replenishment of products and samples.
• Ensure proper handling and safe custody of displayed products.
• Conduct periodic physical verification of display inventory.
• Coordinate replacement of products due to damage, ageing or changes in collection.

H. Brand Experience

• Ensure every element of the lounge reflects the Ramraj Cotton brand identity and heritage.
• Showcase the organisation’s journey, craftsmanship, quality and values through appropriate displays and storytelling.
• Coordinate with Brand / Marketing teams to ensure consistency in communication.
• Suggest innovative ways to make the lounge a brand experience centre rather than merely a product display area.

I. Feedback & Reporting

• Capture customer feedback, preferences and observations.
• Identify frequently requested products / categories.
• Share customer insights with Retail, Brand and Product teams.
• Prepare periodic reports covering:

o Visitor footfall

o Customer interactions

o Product enquiries

o Display changes

o Customer feedback

o Display inventory

o Improvement opportunities.

3.Required Competencies

• Strong customer service orientation
• Excellent communication and interpersonal skills
• Good presentation and grooming standards
• Strong product presentation skills
• Visual merchandising awareness
• Hospitality mindset
• Attention to detail
• Strong coordination skills
• Ability to interact confidently with senior customers and business leaders
• Good knowledge of retail products and customer behaviour
• Basic MS Office / reporting skills

Preferred Languages

English and Tamil are essential/preferred. Hindi would be an added advantage, particularly for interaction with customers and visitors from other regions.

4. Preferred Candidate Profile

Experience with apparel, textiles, ethnic wear or premium consumer brands would be an advantage.

5. Ideal Candidate Profile

The ideal candidate should be a well-groomed, customer-centric and articulate professional who can independently manage the Corporate Office Customer Lounge and create a premium experience for every visitor.

The person should combine hospitality + retail product knowledge + visual merchandising + customer engagement , ensuring that the lounge becomes a strong representation of the Ramraj Cotton brand.

Role Mantra

“Welcome → Experience → Engage → Showcase → Listen → Connect”