Customer Service Manager – Customer Experience Lead

About the role

As AMACHA expands, we are seeking a Customer Service Manager to champion our signature experience of elevated hospitality and heritage‑driven brand culture. You will design and lead a customer experience system that ensures every guest, whether walking in or ordering online, feels cared for, heard, and connected to the brand.

Key responsibilities

• Build, implement and maintain service standards and the “Elevated Hospitality” framework across all outlets.
• Monitor customer interactions across in‑store, WhatsApp, Google Reviews, Instagram, GrabFood, Deliveroo and resolve service gaps promptly.
• Lead service recovery initiatives and equip outlets with appropriate tools and scripts.
• Conduct regular training for baristas and store teams on product knowledge, guest conversation flow and situational service.
• Collaborate with Ops and HR to create structured onboarding for full‑time and part‑time staff.
• Analyse guest feedback from reviews, surveys and social media to develop actionable improvement plans.
• Track KPIs such as customer satisfaction score, response time, review ratings and first‑contact resolution rate.
• Perform periodic store audits on hospitality, cleanliness and product consistency.
• Work with Operations to solve bottlenecks in queue management, order flow and packaging.
• Support new outlet launches with pre‑opening training and service readiness.
• Prepare weekly and monthly CX reports with insights and recommendations.

Required profile

• Proven ability to build and lead a customer experience system across multiple channels.
• Experience managing service touchpoints and resolving guest issues efficiently.
• Strong collaboration skills with Operations, Marketing and Supply Chain teams.
• Capability to coach store managers and develop training materials, SOPs and playbooks.
• Analytical mindset to turn guest feedback into actionable improvement plans.

Required skills