
Service Quality Leader
7 days ago
Job Title: Customer Experience Manager
Job Summary
Cheezious Pakistan seeks a seasoned Customer Experience Manager to join its team. The successful candidate will be responsible for developing and implementing strategies to enhance the overall customer experience, analyzing feedback, and training staff on best practices.
Key Responsibilities:
- Develop and Implement Customer Experience Strategies: Create initiatives to boost guest satisfaction and loyalty through enhanced services and communication channels.
- Monitor and Analyze Feedback: Gather insights from various sources (online reviews, surveys, direct feedback) to pinpoint areas for improvement and inform data-driven decisions.
- Deliver Customer Service Training: Design and deliver training programs focusing on hospitality, communication, and problem-solving skills for all staff members.
- Collaborate with Kitchen and Management Teams: Work closely with these teams to address customer feedback, optimize operational efficiency, and maintain high-quality standards.
- Manage Online Reputation: Monitor and respond to online reviews and comments to ensure a positive digital presence.
- Implement Customer Loyalty Programs: Develop and manage initiatives to reward loyal customers and encourage repeat business.
- Leverage Technology: Utilize technology to streamline processes, enhance the customer experience, and stay competitive in the market.
- Collaborate with Marketing: Work with the marketing team to ensure a cohesive brand experience across all touchpoints.
- Track and Report on Customer Experience Metrics: Analyze data to measure the effectiveness of customer experience initiatives and make informed decisions.
Qualifications & Competencies:
- Minimum of 6-8 years of relevant experience in customer service or customer experience management, preferably in the restaurant/hospitality industry.
- Strong understanding of customer experience principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and generate actionable insights.
- Proficiency in using customer feedback tools and platforms.
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