Customer Experience and Innovation Manager

4 weeks ago

Lahore, Punjab, Pakistan Drip | Coffee Bakery Kitchen Full time
Customer Experience and Innovation ManagerCustomer Experience and Innovation Manager

Position: Customer Experience & Innovation Manager

Location: Lahore, Pakistan

Type: Full-Time

About Us

At Drip, we don't just serve coffee – we serve experiences. We're a bold, unapologetically creative café redefining what it means to be a hangout spot in Lahore. From flavor to flow, and vibe to visuals, we're all about pushing boundaries.

Now, we're looking for someone who lives and breathes the hospitality scene — someone who knows that every great café experience goes way beyond just the food and coffee.

What You'll Do

As Customer Experience & Innovation Manager, you'll be the bridge between our customers, staff, and creative vision. You'll design and implement experiences that leave people talking — and returning.

Your responsibilities will include:

Customer Journey Design: Map out and elevate every touchpoint — from first hello to last sip.

In-Store Innovation: Co-create vibe-enhancing concepts (events, ambience tweaks, seasonal offerings) that align with Drip's identity.

Recipe Development & Execution: Collaborate closely with our chefs and bakers to develop and roll out globally inspired food and beverage items that surprise and delight.

Feedback Loop: Set up systems for collecting, analyzing, and acting on customer feedback.

Staff Training & Culture: Champion our frontline team with customer service training, engagement rituals, and motivation.

Brand Synergy: Collaborate with marketing to ensure online + offline experiences are fully aligned.

Trend Spotting: Stay on top of global café and hospitality trends; localize bold ideas for Drip.

Service KPIs: Monitor and improve metrics like customer retention, NPS, and dwell time.

Who You Are

Obsessed with café culture — you notice the lighting, the playlist, the plating, and the way staff greet you.

Minimum 2–4 years in customer experience, hospitality management, or food & beverage innovation.

Creative thinker with a hospitality-first mindset.

Comfortable working hands-on in a fast-paced environment.

Excellent communicator and problem-solver.

Loves experimenting with new ideas and measuring impact.

Bonus: Background in service design, events, or F&B branding.

What You'll Get

A front-row seat in shaping one of Lahore's most distinctive café brands.

Creative freedom and support to bring wild ideas to life.

Opportunity to build something that becomes a city-wide standard for what great experience looks like.

If this sounds like your vibe, we'd love to hear from you.

Seniority level
  • Seniority levelNot Applicable
Employment type
  • Employment typeFull-time
Job function
  • Job functionProduct Management and Marketing
  • IndustriesRestaurants

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