Customer Experience Manager

About the role

The Customer Experience Manager leads WOK HEY Group's Customer Experience function and ensures consistent, timely and appropriate service across all customer touchpoints. The role leads the Customer Service team, delivers training & service improvements, resolves complex complaints and escalations, sets service strategies and directions, analyses customer feedback and partners with Operations, Quality Assurance, Marketing and other teams to improve service across the brands. The role reports to the Director.

Key responsibilities

• Lead the Customer Experience function and set direction for customer service operations, service quality and customer engagement.
• Develop and maintain service standards, service principles, escalation frameworks, SOPs, response guidelines and service-recovery practices aligned with the brand values, operational realities and customer expectations.
• Lead, coach and develop Customer Service Officers and oversee daily customer service operations across omnichannels.
• Conduct regular customer service training, refresher sessions and practical workshops for outlet staff.
• Oversee complex, sensitive and high-risk complaints, including cases involving food safety, hygiene, service misconduct, media attention, regulatory authorities or reputational risk.
• Ensure investigations are fair, fact-based and properly documented, and determine appropriate escalation, service-recovery and follow-up actions.
• Coordinate the customer experience response during serious incidents, including visit to the customer, gathering and verifying information and supporting responses to customers, regulators, media platforms and other external parties.
• Partner with Operations to establish and maintain consistent outlet service standards and oversee the Mystery Shopper Programme.
• Analyse outlet complaints, operational feedback and Mystery Shopper findings to identify recurring gaps and positive service behaviours.
• Oversee the Mystery Shopper Programme, including sourcing shoppers, questionnaire design, scoring criteria, outlet coverage and reporting.
• Review complaints, compliments, enquiries, surveys and other feedback sources to identify trends and emerging risks.
• Prepare regular reports on customer feedback, complaints, service performance, risks and improvement actions.
• Monitor customer experience indicators such as VoC, service-quality trends and the completion and effectiveness of corrective actions.
• Prepare regular reports on customer feedback, complaints, service performance, risks and improvement actions.
• Present clear findings, root causes and recommendations to relevant stakeholders.

About you

• Diploma or degree in Business Management, Hospitality, or a related discipline.
• At least five years of relevant experience in customer service, contact centre operations, hospitality or food and beverage, including at least three years leading or supervising a customer service team.
• Strong understanding of complaint management, service recovery and customer communication.
• Strong leadership, coaching and stakeholder-management skills.
• Strong written and spoken communication skills, with the ability to prepare clear reports and recommendations and communicate confidently at all organisational levels.
• Strong analytical and root-cause problem-solving skills, with the ability to develop practical improvement actions.
• Able to manage competing priorities and make sound decisions under pressure while remaining objective, calm and professional.
• Organised and meticulous, with the ability to maintain accurate case and investigation records.
• Comfortable using digital tools, AI and communication platforms such as Zendesk, Slack, Google Workspace, MS Office, and ChatGPT.
• Able to work independently, take ownership of the Customer Experience function and support urgent incidents outside normal office hours when required.