
Customer Experience and Innovation Manager
4 weeks ago
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 typeFull-time
- Job functionProduct Management and Marketing
- IndustriesRestaurants
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