Customer Relations Manager

Company Description NI Ventures Pvt. Ltd. (NIVPL) is the parent company of 14 diverse restaurant and catering brands, built on a legacy of passion, consistency, and innovation. The group is committed to delivering exceptional food quality, world-class service, and the highest standards of hygiene across all its ventures. NIVPL operates fine dining restaurants as well as large-scale catering services, offering a wide range of culinary experiences. The company focuses on creating memorable experiences for customers while ensuring sustainable growth and strong partnerships with stakeholders. Team members join a dynamic, service-driven environment with opportunities to contribute to the growth of multiple brands.
Role Description The Customer Relations Manager is responsible for overseeing customer interactions and ensuring a high standard of service across NIVPL’s brands. This is a full-time, on-site role based in Belagavi. Day-to-day tasks include handling customer inquiries and feedback, resolving complaints promptly, and coordinating with restaurant and catering teams to improve service quality. The role involves monitoring customer satisfaction metrics, implementing customer service policies, and supporting loyalty or retention initiatives. The Customer Relations Manager will also prepare reports for leadership, recommend process improvements, and help train team members on best practices in customer care and communication.
Qualifications
Strong customer service and relationship management skills, with the ability to handle escalations and resolve issues effectively.
Excellent communication and interpersonal skills, including active listening, clear written communication, and confident verbal interaction.
Experience in hospitality, food and beverage, or related service industries, preferably in multi-brand or multi-location environments.
Organizational and time management skills, with the ability to prioritize tasks and manage multiple customer touchpoints simultaneously.
Proficiency in basic office software and customer feedback or CRM tools to track interactions and prepare reports.
Needs to understand and operate our existing CRM software and make the most out of it.
Ability to collaborate with cross-functional teams and provide constructive feedback to operations, sales, and marketing teams.
Calm, professional demeanor under pressure, with a focus on problem-solving and maintaining positive customer experiences.
Bachelor’s degree in hospitality management, business administration, or a related field, or equivalent practical experience.
Fluency in English; knowledge of local languages in Belagavi is an advantage.
Willingness to work flexible hours, including weekends and holidays, as needed in a customer-centric hospitality environment.

Work arrangement
No