Customer Experience Manager

2 weeks ago


Singapore TXAKOLI PTE. LTD. Full time
Customer Experience Manager

TXAKOLI PTE. LTD. is seeking a skilled Customer Experience Manager to join our team. As a key member of our hospitality team, you will be responsible for delivering exceptional customer experiences and driving business growth.

Key Responsibilities:
  • Develop and implement customer loyalty programs to increase repeat business and customer retention.
  • Collaborate with the General Manager to achieve targeted revenue and profit goals.
  • Manage the company's publicity by maintaining our website and social media platforms.
  • Assist in planning, organizing, and executing marketing campaigns, promotional activities, and logistics.
  • Oversee the success of marketing campaigns, promotional activities, and events.
  • Liaise with vendors to arrange necessary logistics.
  • Liaise with local media to attract crowds and increase public awareness of events.
  • Build rapport with vendors and customers to foster loyalty.
  • Monitor customer ratings and feedback on social media platforms.
  • Help devise a robust public relations plan to address negative reviews and feedback.
  • Analyze data and conduct market research to reach target customers and expand the customer database.
  • Identify opportunities for up-selling and promotions.
  • Assist the General Manager in overseeing restaurant service.
  • Greet and coordinate guest seating, assigning guests to suitable tables.
  • Recognize regular guests and highlight their preferences to the General Manager.
  • Ensure guest requests are not delayed.
  • Record and report guest complaints to the General Manager immediately.
  • Handle emergency and difficult situations.
  • Maintain high standards of cleanliness and maintenance in the restaurant and connected areas.
  • Assist in implementing and developing training programs.
  • Participate in monthly physical stock takes.
  • Attend team briefs as required.
  • Perform miscellaneous job-related duties as assigned.
Requirements:
  • Market research skills
  • Social media expertise
  • Housekeeping knowledge
  • Guest feedback handling
  • Relationship management skills
  • Public relations experience
  • Publicity skills
  • Guest complaint handling
  • Guest recovery skills
  • Customer service expertise
  • Hospitality knowledge


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