Customer Experience Manager

POSITION: Customer Experience Manager

INDUSTRY: Food & Beverage (F&B)

PACKAGE : Open to discuss

POSITION OVERVIEW:

We are seeking an experienced and customer-focused Customer Experience Manager to enhance customer satisfaction, strengthen brand loyalty, and ensure consistent service excellence across our F&B operations. The ideal candidate will have strong experience in customer service management, customer feedback handling, service quality improvement, and team leadership within the food and beverage, restaurant, café, or hospitality industry.

KEY RESPONSIBILITIES

• Develop and implement strategies to improve the overall customer experience across all customer touchpoints.
• Monitor customer satisfaction, service quality, and customer feedback to identify areas for improvement.
• Manage customer complaints, escalations, and service recovery to ensure timely and effective resolution.
• Work closely with restaurant, outlet, operations, marketing, and delivery teams to maintain consistent service standards.
• Establish and monitor customer experience KPIs, including customer satisfaction scores, complaint resolution time, and customer retention.
• Analyse customer feedback, reviews, and service trends to recommend improvements in products, services, and operational processes.
• Develop and implement customer service policies, standard operating procedures (SOPs), and service quality guidelines.
• Train and coach frontline employees and outlet teams on customer service standards, communication, and complaint handling.
• Monitor online reviews, social media feedback, and other customer communication channels to maintain a positive brand reputation.
• Support customer loyalty initiatives, promotional campaigns, and retention strategies.
• Conduct regular service quality assessments and coordinate corrective actions with relevant departments.
• Prepare customer experience reports and present improvement recommendations to senior management.

PRE

REQUISITES

• Bachelor's degree or professional qualification in Hospitality Management, Business Administration, Marketing, or a related field.
• Minimum 4–6 years of experience in customer experience, customer service, guest relations, or service quality management, preferably within the F&B or hospitality industry.
• Proven experience in managing customer complaints, service recovery, and customer satisfaction initiatives.
• Strong understanding of restaurant operations, customer service standards, and customer journey management.
• Experience managing customer feedback platforms, online reviews, and customer satisfaction metrics.
• Excellent communication, interpersonal, problem-solving, and leadership skills.
• Strong analytical skills with the ability to translate customer insights into actionable improvements.
• Ability to work in a fast-paced, customer-facing environment and collaborate across multiple teams