Customer Relations Manager
DLF HospitalityGurugram, Haryana, India3 hours ago
Job descriptionOversee daily member interactions, ensuring prompt and professional handling of queries, service requests, and feedback. Implement service delivery strategies to ensure seamless cross-department coordination and timely resolution of member concerns. Maintain accurate member profiles, preferences, and engagement history in CRM systems. Lead member onboarding processes, including orientations, welcome kits, and personalized follow-ups. Ensure consistent, high-quality communication of club events, updates, and services through both digital and print channels. Monitor member feedback, industry trends, and operational data to continuously improve services. Introduce and refine processes that enhance member engagement and operational efficiency. Promote a culture of ongoing learning through training, workshops, and best practice sharing within the team. Recruit, mentor, and lead the Customer Relations team to deliver premium service and uphold brand values. Conduct regular team briefings, coaching sessions, and performance reviews aligned with service excellence goals. Foster cross-functional collaboration with F&B, Housekeeping, Golf Operations, Front Office, and Events teams for unified service delivery. Collaborate with the marketing and events teams to increase participation, revenue, and member engagement in club activities. Analyze service metrics, member participation trends, and satisfaction scores to inform strategic decisions. Oversee budget allocation for member engagement initiatives and ensure cost-effective service delivery. Act as the face of the club for VIP members, ensuring personalized attention and high standards of service. Represent the club at key events, industry forums, and networking opportunities. Model professional conduct, decision-making excellence, and service etiquette for the team. Champion the club’s hospitality values, fostering an environment of warmth, personalization, and recognition. Create memorable experiences through thoughtful service touches and proactive engagement. Uphold the club’s image through professional presentation and member-first conduct. Ensure all operations comply with club policies, membership rules, and legal regulations. Maintain confidentiality of member data and ensure secure handling of documentation. Oversee adherence to brand SOPs and service protocols. Ensure OH&S standards are integrated into daily service operations. Identify and address safety risks, maintaining readiness for emergencies. Oversee incident reporting, investigation, and preventive measures. Graduate in Hospitality, Business Administration, or related field 6–8 years in guest relations or customer service, with at least 2 years in a supervisory / managerial role
PURPOSE :
To lead the Customer Relations operations team in delivering exceptional member experiences by overseeing service coordination, maintaining accurate member data, and driving engagement across club events and touchpoints. The role ensures personalized service, strengthens member relationships, and upholds the unit / club’s premium standards while acting as the primary point of contact for members.
KEY ORGANIZATIONAL RELATIONSHIPS
Reports to : General Manager - Services
Reporting Roles : Guest Relations Executives / Associates
Interacts with :
- External - Members, Guests, Residents, Vendors, Consultants, Service Providers
- Internal - Functional Leaders, Department Managers, Supervisors, Staff, and Contractual Staff
KEY RESPONSIBILITIES
Drive Operational Excellence
Applied Learning
People Management
Business & Financial Acumen
Leadership
Culture & Brand Ambassador
Managing Legal and Compliance Practices
Occupational Health & Safety Responsibilities
JOB REQUIREMENTS / HIRING PROFILE
QUALIFICATIONS
WORK EXPERIENCE
Create a job alert for this search
Customer Manager • Gurugram, Haryana, India
Related jobs
- Promoted
Relationship Manager
TaggdDelhi, India, India The ideal candidate will be responsible for gaining a deep understanding of the clients' business objectives and challenges and creating strategic recommendations based off of this understanding.Yo...Show moreLast updated: 7 days ago
- Promoted
Virtual Relationship Manager Lead
Anand Rathi Share and Stock Brokers Ltdgurgaon, haryana, in You will be responsible to manage a team of Virtual Relationship Managers (VRMs).You will play a key role in scaling digital.
Lead, manage, and motivate a team of Virtual Relationship Managers to ac...Show moreLast updated: 18 days ago
- Promoted
Customer Relations Manager
98thPercentileDelhi, India Job Title : Student Success Manager (SSM).Job Type : Full-Time | Night Shift [ 5 day working].Percentile is a leading USA-based EdTech company on a mission to transform education through innovative, ...Show moreLast updated: 30+ days ago
- Promoted
Relationship Manager
PetpoojaDelhi, India, India The ideal candidate will be responsible for gaining a deep understanding of the clients' business objectives and challenges and creating strategic recommendations based off of this understanding.Yo...Show moreLast updated: 10 days ago
- Promoted
Relationship Manager
Kotak Mutual FundNew Delhi, Delhi, India Meeting the Clients & developing Trust & relationship.Customer interactive role with Portfolio Management experience.Portfolio / Investment Engineers, who can help in designing portfolios.Advice and ...Show moreLast updated: 18 days ago
- Promoted
Client Relationship Manager
Vensure Employer SolutionsNoida, Uttar Pradesh, India Client Relationship Manager (CRM).Our platform is disrupting the industry in how organizations view the HR function and we’re committed to breaking down barriers to make HR operations simpler while...Show moreLast updated: 17 days ago
- Promoted
- New!
Client Relationship Manager
Pinnacle Global GroupDelhi, India Pinnacle Global Group specializes in outsourcing and offshoring services for businesses worldwide, with a focus on countries such as the US, UK, and Ireland With a skilled team of over 300 professi...Show moreLast updated: 13 hours ago
- Promoted
Manager - Media Relations
Weber ShandwickGurugram, Haryana, India Part of The Weber Shandwick Collective, we’re the earned-first global communications agency, led by world-class strategic thinkers and creative activators.
We create shared and sustainable value for...Show moreLast updated: 30+ days ago
- Promoted
Customer Relations Executive
SWITRUS HOLIDAYSNew Delhi, Delhi, India Job Title : Customer Relations Executive (Tele-Sales).We are looking to hire an experienced, customer-oriented Customer Relation.
Executive to utilize inbound and outbound telephone calls to achieve...Show moreLast updated: 27 days ago
- Promoted
- New!
Employee Relations Manager
People Hire ConsultingGurugram, Haryana, India SPOC for investigating workplace situations, grievance, conflicts, employee issues for the organization.End to End redressal of employee complaints.
Ensure timely closure of investigations and upkee...Show moreLast updated: 3 hours ago
- Promoted
Client Relationship Manager
TecSightDelhi, India Job Title : Client Relationship Manager – IT Services.Role Overview The Client Relationship Manager (CRM) is responsible for managing and nurturing strategic client relationships, ensuring high lev...Show moreLast updated: 13 days ago
- Promoted
Customer Relations Executive
Nyati GroupDelhi, India Roles and Responsibilities : • Co-ordinate closely with the Legal team for drafting, reviewing, and executing Lease License Agreements (LLA) and Third Party Agreements (TPA).Act as the primary point...Show moreLast updated: 17 days ago
- Promoted
- New!
Chief Manager- Customer Service (Level 2 Email Handling Unit)
Axis Max Life Insurance LimitedGurugram, Haryana, India Customer experience works with the Operations, Technology and marketing teams within Max Life.This team manages the customer journey mapping, communication revamp, reimagining digital asset journey...Show moreLast updated: 3 hours ago
- Promoted
Associate Relationship Manager
SmartQDelhi, India About SmartQ : We go many miles beyond the F&B industry into capturing hearts and making a real difference by resolving the root cause of the business problem.
At the core we strive to understand our...Show moreLast updated: 30+ days ago
- Promoted
- New!
Deputy Manager- Alliances
MakeMyTripGurugram, Haryana, India Alliances & Partnerships- Happay.Happay, a part of the MakeMyTrip Group, is a leading spend management platform that empowers businesses with complete visibility and control over their expenses.Our...Show moreLast updated: 3 hours ago
- Promoted
Customer Relations Manager
MJ GlobalNoida, Uttar Pradesh, India MJ Global is a leading player in the Paper Packaging sector in India and serves clients across sectors including QSR, Fast Moving Consumer Goods (FMCG), Food & Beverages, Pharmaceuticals, Electroni...Show moreLast updated: 2 days ago
- Promoted
Relationship Manager
upGrad RekrutDelhi, India, India Relationship manager builds and maintains strong, positive connections with clients, acting as a crucial link between the company and its customers.
They focus on understanding client needs, providi...Show moreLast updated: 30+ days ago
- Promoted
- New!
Senior Customer Relationship Manager
CloudHireDelhi, India The Senior Customer Relationship Manager (Senior CRM / CRE) is responsible for leading client relationship operations, ensuring exceptional customer experience, managing documentation, supporting loa...Show moreLast updated: 13 hours ago