Customer Experience Specialist

Job Summary

We are looking for a Customer Experience Specialist who will help ensure that customers receive a consistent, welcoming, and high-quality experience across all our bakery and restaurant branches.

The role will monitor customer experience standards, analyze customer feedback and complaints, identify recurring service issues, and work closely with Operations, Training, and Field Audit teams to improve the overall customer journey.

The ideal candidate is customer-focused, analytical, detail-oriented, and highly comfortable working with branch teams. This position requires regular branch visits and close coordination with Supervisors, Managers, and frontline employees.

Key Responsibilities

1. Customer Experience Monitoring

• Monitor and evaluate customer experience across all branches.

• Conduct regular branch visits to observe actual customer interactions and service delivery.

• Assess compliance with established customer experience and service standards.

• Monitor key customer touchpoints, including:

  • Greeting and customer engagement
  • Order taking and accuracy
  • Product presentation
  • Speed and efficiency of service
  • Store cleanliness and ambiance
  • Staff appearance and professionalism
  • Customer complaint handling
  • Service recovery
  • Overall dining and purchasing experience

• Conduct or coordinate customer experience assessments and mystery shopper activities.

• Document observations and provide actionable recommendations to branch management.

2. Customer Feedback & Complaint Management

• Monitor customer feedback from various channels, including in-store feedback, online reviews, social media, surveys, and other customer communication channels.
• Consolidate and analyze customer complaints and feedback.
• Categorize complaints according to root cause, branch, product, service, employee behavior, process, or other relevant factors.
• Identify recurring customer issues and trends.
• Coordinate with Branch Managers and relevant departments to ensure timely resolution of customer concerns.
• Monitor complaint resolution and service recovery effectiveness.
• Prepare regular reports highlighting major customer experience issues and opportunities for improvement.

3. Customer Experience Improvement

• Identify opportunities to improve the end-to-end customer journey.
• Work with the Operations Excellence & Training Manager to develop initiatives that improve customer satisfaction and service consistency.
• Recommend improvements to branch procedures, service standards, workflows, and customer touchpoints.
• Participate in process improvement projects involving customer-facing processes.
• Use customer feedback and branch observations to recommend changes to SOPs and training programs.
• Monitor the results of customer experience improvement initiatives.

4. Customer Experience Standards

• Assist in developing, documenting, and maintaining Customer Experience Standards for all bakery and restaurant branches.
• Help create service standards, checklists, customer journey maps, and assessment tools.
• Ensure that customer experience standards remain practical, measurable, and aligned with the company's brand.
• Coordinate with the Training Specialist to ensure that customer experience standards are properly incorporated into employee training.
• Assist in updating standards based on customer feedback, operational changes, and business requirements.

5. Branch Coordination

• Work closely with Branch Managers, Supervisors, and frontline teams to address customer experience concerns.
• Provide constructive feedback and coaching recommendations based on branch observations.
• Coordinate with the Field Auditor when customer experience issues are related to operational or SOP compliance.
• Coordinate with the Training Specialist when customer experience gaps are caused by knowledge, skill, or behavioral issues.
• Escalate significant or recurring customer issues to the Operations Excellence & Training Manager.

6. Data Analysis & Reporting

• Maintain accurate records of customer feedback, complaints, service recovery, and customer experience assessments.
• Analyze customer experience data to identify trends and recurring issues.
• Prepare weekly and monthly customer experience reports.
• Track branch performance against customer experience KPIs.
• Provide data and insights to support management decision-making.
• Assist in developing dashboards and reports for customer experience monitoring.

Key Performance Indicators (KPIs)

Performance will be measured through:

Customer Satisfaction

• Customer satisfaction score
• Customer experience assessment scores
• Customer complaint rate
• Customer retention/return customer indicators where available

Service Quality

• Compliance with customer experience standards
• Order accuracy
• Service speed
• Service recovery effectiveness
• Branch customer experience scores

Complaint Management

• Complaint response time
• Complaint resolution rate
• Reduction in recurring complaints
• Resolution effectiveness

Improvement

• Number of customer experience improvement initiatives implemented
• Improvement in branch customer experience scores
• Reduction in recurring service issues
• Successful implementation of recommended corrective actions

Qualifications

• Bachelor's degree in Industrial Engineering, Business Administration, Hospitality Management, Marketing, Management, Operations Management, Communications, or a related field.
• 2–4 years of experience in customer experience, customer service, quality assurance, operations, hospitality, retail, restaurant, or related fields.
• Experience in a multi-branch restaurant, bakery, QSR, retail, hospitality, or food service environment is highly preferred.
• Strong understanding of customer service and customer experience principles.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Comfortable working with customer feedback, complaints, and operational data.
• Proficient in Microsoft Excel/Google Sheets and presentation tools.
• Strong attention to detail and documentation skills.
• Confident in communicating observations and recommendations to branch teams and management.
• Willing to conduct regular branch visits across multiple locations.
• Able to work independently and manage multiple priorities.

Preferred Competencies

• Customer Experience Management
• Customer Service Excellence
• Root Cause Analysis
• Data Analysis
• Problem Solving
• Branch Operations
• Service Quality Monitoring
• Complaint Management
• Process Improvement
• Communication & Presentation
• Coaching & Feedback
• Attention to Detail

Ideal Candidate

The ideal candidate is not simply a person who handles customer complaints.

We are looking for someone who can identify patterns behind customer feedback and translate those insights into operational improvements.

You should be able to visit a branch, observe the customer journey, identify where the experience breaks down, understand why it happens, and recommend practical solutions.

You will work closely with the Field Auditor, Process Improvement & Automation Associate, and Training Specialist to ensure that customer feedback becomes a source of continuous improvement.

What We Offer

• HMO Coverage
• Government-mandated benefits
• Opportunity to work with a growing bakery and restaurant chain
• Career growth and development: Exposure to multi-branch operations and customer experience management and opportunity to contribute directly to improving customer experience across the organization

If you are passionate about customer experience, service excellence, and continuous improvement, we would like to hear from you.