Customer Experience and Quality Manager

We are looking for a Customer Experience and Quality Manager who will elevate service quality, inspire the team, and strengthen the brand’s presence.

Responsibilities

1. Customer Experience Ownership & Improvement

• Own the CX system, ensuring all touchpoints deliver a consistent, high-quality experience
• Oversee escalations and personally intervene in complex or high-impact cases
• Analyze complaints to identify root causes, then design and implement solutions to prevent recurrence
• Identify pain points, friction areas, and opportunities to create “wow” moments
• Proactively address systemic and recurring CX issues, not only individual complaints
• Lead and support CX improvement projects in collaboration with Operations, Marketing, HR, Product, and Tech teams
• Ensure that routine support tasks are handled efficiently by support/admin, freeing the CX Manager to focus on strategic improvements

2. Customer Interaction & Support

• Handle selected customer inquiries, requests, and complaints via phone, email, chat, and social platforms
• Provide timely, professional, and empathetic responses in line with Gotcha service standards
• Manage escalated or sensitive customer cases requiring judgment and brand-level decisions
• Ensure effective and fair resolution of customer issues, including escalation when needed
• Maintain accurate records of customer interactions and cases
• Use direct customer interactions as input for identifying recurring issues and experience gaps

3. Feedback, Analytics & Reporting

• Collect, analyze, and synthesize customer feedback from reviews, surveys, social platforms, and direct interactions
• Track and interpret CX metrics including CSAT, NPS, response time, resolution time, and repeat feedback patterns
• Identify CX trends and translate insights into clear improvement actions
• Prepare regular CX reports and recommendations for management

4. Quality, Process & Standards Management

• Develop, implement, and maintain service recovery guidelines (e.g., refund, remake, complimentary items) to ensure consistent and fair resolution of customer issues
• Define and manage staff empowerment levels, enabling independent service recovery decisions within clearly established limits
• Maintain, monitor, and continuously improve customer service guidelines, scripts, and overall CX processes
• Participate in regular quality assurance reviews and service consistency checks across locations
• Contribute to the creation and enhancement of CX playbooks, service standards, and service recovery frameworks
• Support onboarding and training of new team members on CX principles and Gotcha service standards
• Implement on-the-job customer service training sessions and conduct operational audits

• Lead QA and Mystery Shopping programs to assess service quality and customer experience
• Conduct regular internal and external mystery shopping visits
• Prepare monthly branch-level CX scorecards to track performance and identify improvement areas
• Audit key customer touchpoints, including greeting, service speed, cleanliness, order accuracy, upselling opportunities, atmosphere, and closing interactions

5. Customer Advocacy & Loyalty

• Act as the voice of the customer within the organization
• Build long-term customer relationships and support loyalty initiatives
• Contribute to customer retention, engagement, and brand trust
• Ensure customer insights are reflected in operational and service decisions
• Support Gotcha’s competitive advantage through superior customer experience

6. Sales Enablement & Service Coaching

• Build and run a Gotcha Sales Playbook (suggestive selling, add-ons, size upgrades, bundles)
• Train teams on recommendation language that feels premium, not pushy
• Create service scripts for peak hours, queue management, handoff moment
• Run weekly coaching cycles: observe → score → coach → re-check
• Own onboarding certification for cashier/barista basic selling behaviors
• Partner with Marketing/Product departments to train new launches (what to say + what to suggest with it)

Key Performance Indicators (KPIs)

Customer Experience & Satisfaction

• NPS (Net Promoter Score) trend
• CSAT (Customer Satisfaction)
• Online ratings and review sentiment
• Repeat customer and retention indicators

Service Quality & Efficiency

• First response time
• Resolution time
• First-contact resolution rate
• Reduction in recurring customer complaints

Sales & Service Behavior Performance

• AOV (Average Order Value) by branch
• Add-on attachment rate (toppings, extras, size upgrades)
• Items per ticket / bundle rate
• Conversion rate (visitors → purchases), where data is available

Training, Coaching & Quality Effectiveness

• Training completion rate and certification pass rate
• Mystery shopping / QA score improvement (month-over-month)
• Coaching coverage: percent of frontline staff coached monthly
• Reduction of top recurring service mistakes
  (order accuracy, service speed, upsell behavior, service flow adherence)

CX Improvement & Impact

• Number and impact of CX improvement initiatives implemented
• Decrease in repeat issues through preventive actions
• CX consistency across locations

Requirements

Experience

• 3+ years of experience in Customer Experience, Customer Support, Hospitality, Retail, or Service-oriented roles
• Hands-on experience with customer interaction channels (phone, digital, social platforms)
• Experience working with customer feedback, service metrics, and improvement initiatives
• Experience in training / coaching frontline teams
• Hospitality service excellence / retail coaching background

Skills & Competencies

• Strong communication skills with a natural sense of empathy
• Analytical mindset with the ability to identify patterns and root causes
• Ability to collaborate cross-functionally and influence without formal authority
• Strong organizational and follow-up skills
• Calm, solution-oriented approach under pressure
• Customer-obsessed and detail-oriented
• Proactive, curious, and improvement-driven
• Comfortable balancing operational work with strategic thinking
• Background in hospitality, cafés, or F&B
• Experience with CX tools, NPS, mystery shopping, or service audits
• Training or coaching experience with frontline teams
• Ability to design and document service scripts, CX playbooks, checklists, and operational guidelines for frontline teams
• Comfortable with regular field work and weekly visits to multiple locations

Why Join Gotcha?

• Be part of a brand where experience matters as much as the product
• Shape how thousands of customers feel every day
• Work in a fast-growing, energetic, people-driven environment

We offer:
✅ Autonomy to take initiative and drive CX improvements
✅ Continuous support and training as partners in your professional growth
✅ A real opportunity for career advancement across the entire gotcha network