Manager/Assistant Manager- Customer Experience

Role Summary

Own and drive the end-to-end customer experience for all food & beverage (F&B) touchpoints across every asset operated by Semolina Kitchens Limited. The role ensures that customer experience (CX) scores meet or exceed organizational targets and that complaints are captured, resolved, and closed within defined service-level agreements (SLAs).

Key Responsibilities

1. Manage Customer Escalations, govern contact centre support teams

2. Conduct weekly meetings with regional teams

3. Prepare exec level summary for all FnB related complaints

4. Maintain NPS scores and track region wise customer complaint, survey counts and Ensure RCAs are completed on all complaints

5. Maintain scores and opportunities from Mystery shopping audits and ensure that the necessary corrective actions are taken by leveraging on cross functional teams

Preferred candidate profile

1. Minimum 5 Years of Customer Service Experience in F&B/ Hotel/Food Ordering Platforms

2.Analytical Reporting

3. Call Centre Management

4. Strong Understanding of NPA/ CSAT

5. Strong Understanding of Google Analytics

6. Excellent Communication & Interpersonal Skill