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.