Job Description
Primary Purpose and Scope the Job
- Assist in supporting Customer Experience and Marketing initiatives by enhancing guest engagement, managing delivery platforms, and ensuring a high standard of customer experience across all touchpoints.
Duties and Responsibilities:
Customer Feedback Management:
- Capture and log guest feedback from multiple touchpoints social media, delivery platforms, calls, emails, in-person.
- Organize data for easy tracking and follow-up.
Data Analysis & Reporting:
- Analyze feedback to identify trends, recurring concerns, and improvement opportunities.
- Prepare weekly/monthly reports for management and cross-functional teams.
- Provide actionable insights to enhance service delivery and customer satisfaction.
Social Media & Brand Monitoring:
- Track and escalate customer mentions across digital platforms.
- Support community engagement initiatives in collaboration with the marketing team.
Delivery Platforms & Loyalty Program:
- Monitor daily branch operations on third-party delivery platforms to ensure accuracy of menus, pricing, and promotions.
- Track and monitor order flows, flagging operational issues such as delays, cancellations, unavailable stores or system errors.
- Track and report on the performance of the loyalty program sign-ups, usage, engagement.
- Support with testing, updates, and coordination with platform partners.
- Support with managing channel manager menu updates and audits
- Assist in research and competitor tracking for aggregator campaigns and pricing
- Assist in operations training on integration and aggregator apps
Administrative Support:
- Assist in day-to-day coordination between Customer Experience and Marketing teams.
- Support in compiling presentations, reports, and campaign tracking.
Job specifications:
Qualifications & EXPERIENCE
- Currently pursuing or recently completed a degree/diploma in Marketing, Business, Communication, or a related field.
- Strong analytical skills with attention to detail.
- Proficient in Microsoft Excel/Google Sheets bonus: data visualization tools.
- Familiarity with social media platforms and digital customer engagement.
- Strong communication and organizational skills.
