Customer Experience Manager

**Job Description: Customer Experience (CX) Manager

Company: Drip Cafe

Location: Lahore, Pakistan

Job Type: Full-Time, On-Site**

About Drip Cafe:

Drip is more than just a place to get great coffee and food and baked delights; it's a destination for creating memorable moments and unwinding from the stressors of life. We are dedicated to providing an unparalleled experience for our guests, from the perfect brew to a nonpareil zen ambiance. We are looking for a passionate leader to elevate our customer experience to new heights.

The Role:

We are seeking a sophisticated, polished, and dynamic Customer Experience (CX) Manager to become the heart of our operations. This role is the crucial link between our guests, our team, and the Drip brand. You will be the standard-bearer for excellence, ensuring every single guest leaves not just satisfied, but truly delighted. You are a natural-born leader, a consummate people-person, and a proactive problem-solver with an unwavering passion for the food, beverage & hospitality industry.

Key Responsibilities:

Guest Experience & Relationship Management:

Proactively engage with guests throughout the cafe, ensuring their needs are anticipated and met with exceptional service.

Build genuine relationships with our regulars and ensure first-time visitors become lifelong fans.

Handle guest feedback and concerns with grace, empathy, and efficiency, turning potential negative experiences into positive ones.

Act as the ultimate guardian of our guest satisfaction, taking personal responsibility for ensuring every person walks out happy.

Team Leadership & Development:

Lead, mentor, and motivate the front-of-house team and interns to deliver consistent, world-class service.

Foster a positive, high-energy, and collaborative team environment focused on excellence.

Conduct regular training sessions on service standards, product knowledge, and SOPs.

Operations & Quality Control:

Enforce strict adherence to all Standard Operating Procedures (SOPs) across service, cleanliness, and presentation.

Maintain an obsessive eye for detail regarding cafe cleanliness, ambiance, music, and overall aesthetic to ensure a flawless environment.

Continuously monitor all aspects of the customer journey and implement improvements.

Brand Stewardship:

Embody the Drip brand values in every interaction.

Use your keen aesthetic sense to provide input on presentation, from how a pastry or latte is garnished to the overall visual appeal of the space.

Who You Are:

A polished, presentable, and amicable professional with impeccable communication skills and an inner aesthete inside you.

A true "people person" – you have a natural knack for connecting with anyone, from any background.

A proactive go-getter with a zeal for customer satisfaction. You don't wait for problems; you prevent them.

A passionate food and coffee enthusiast who understands and cares about creating memorable cafe experiences.

A natural leader who inspires teams and leads by example.

You possess a strong aesthetic sense and an eye for detail.

You are resilient, patient, and driven by a desire to serve.

Qualifications & Experience:

Preferable to have prior experience in a customer-facing leadership role (Retail, Hospitality, F&B highly preferred but not essential).

Exceptional command of English and Urdu (both verbal and written).

Experience in training, mentoring, and managing teams

Prior experience in the food and beverage industry is a significant plus, but not a deal breaker.

Bachelor's degree is preferred.

How to Apply:

If you are passionate about creating happiness and possess the drive to make every detail perfect, we would love to hear from you.

Please submit your resume and a brief cover letter explaining why you are the perfect fit for the Drip family to with the subject line "Customer Experience Manager Application - [Your Name]".