Customer Experience Supervisor

About Express Food Company

At EFC, you'll be part of a dynamic and growing organization that values customer satisfaction, teamwork, and continuous development. We offer an engaging work environment where you can enhance your leadership capabilities, contribute to meaningful improvements in guest experience, and play a key role in strengthening our brand reputation.

Role Purpose

The primary objective of this role is to guarantee the consistent delivery of outstanding customer experiences throughout all restaurant locations. This involves meticulously monitoring service quality, thoroughly evaluating customer feedback, adeptly resolving complex customer concerns, and strategically implementing initiatives designed to elevate customer satisfaction and safeguard the company's brand integrity.

Key Responsibilities

• Oversee and assess customer experience benchmarks across all restaurant branches.
• Ensure strict adherence to established service standards, hospitality guidelines, and customer service protocols.
• Undertake regular site visits to restaurants, conduct service audits, and perform customer journey evaluations.
• Handle and resolve escalated customer complaints with professionalism and efficiency.
• Monitor and analyze customer satisfaction metrics, key performance indicators for service, and performance trends.
• Identify areas for service improvement and propose effective solutions to enhance the guest experience.
• Collaborate with Operations and Training departments to support customer service enhancement programs.
• Analyze customer feedback from various sources and provide practical, data-driven recommendations.
• Compile and present comprehensive weekly and monthly reports on customer experience to management.
• Assist in the rollout of customer engagement and loyalty programs.

Qualifications

• A Bachelor's degree in Business Administration, Hospitality Management, Tourism, or a closely related field is required.
• A minimum of 3 to 5 years of professional experience in customer experience, restaurant operations, the hospitality sector, or Quick Service Restaurant (QSR) environments is necessary.
• Prior experience in a supervisory or team leadership capacity is highly desirable.
• Exceptional communication, interpersonal, and conflict resolution abilities are essential.
• A strong customer-centric approach, coupled with excellent analytical and problem-solving skills, is crucial.
• Proficiency in Microsoft Office Suite and various reporting tools is expected.
• A good command of both written and spoken Arabic and English is required.

The Ideal Candidate Profile

We are seeking a proactive, customer-focused professional equipped with robust leadership, communication, and problem-solving capabilities. The ideal candidate demonstrates a passion for delivering outstanding guest experiences, upholding stringent service standards, and driving ongoing enhancements across all customer interaction points, all while cultivating an environment of hospitality and operational excellence.