Customer Experience Manager (Retail F&B)

Customer Excellence Manager (Retail F&B) Salary: Competitive and based on experience Location: Jakarta Keywords: customer experience, service quality, multi-outlet operations, F&B chain, customer satisfaction, service standards, operational support, training programmes, complaint management, stakeholder engagement

A leading food and beverage brand is seeking a Customer Excellence Manager to champion the end-to-end customer journey across its extensive outlet network in Jakarta. This pivotal role bridges customer insight with operational execution, ensuring every guest interaction reflects the highest standards of service. As Customer Excellence Manager, you will be empowered to shape and implement service strategies that directly impact customer satisfaction, working closely with cross-functional teams to drive continuous improvement. The organisation offers a collaborative environment where your expertise in customer experience and multi-outlet operations will be valued and supported. With a strong commitment to professional development, this company provides opportunities for growth, training, and meaningful contribution to a beloved consumer brand.

• Play a key role in shaping the customer journey by designing and implementing service standards that are consistently applied across all outlets, ensuring every guest receives an exceptional experience.
• Collaborate with diverse teams including Operations, Marketing, and IT to translate customer feedback into actionable improvements, fostering a culture of responsiveness and care.
• Benefit from flexible working opportunities and ongoing training initiatives that support your professional growth while making a tangible impact on customer satisfaction metrics.

What you'll do:

As Customer Excellence Manager, you will play an instrumental role in elevating the overall guest experience by developing best-in-class service standards tailored for a multi-outlet food and beverage environment. Your day-to-day responsibilities will involve close collaboration with operational teams to ensure seamless implementation of SOPs, as well as proactive engagement with customers through multiple feedback channels. You will analyse satisfaction data such as CSAT and NPS scores to identify trends and opportunities for enhancement. By leading training initiatives for frontline staff and establishing effective complaint management processes, you will help foster a responsive culture that prioritises guest needs. Regular field visits will allow you to observe service delivery firsthand, ensuring that high standards are maintained consistently. Your ability to present findings and advocate for improvements at the senior level will be crucial in driving organisational change that benefits both customers and employees alike.

• Design, implement, and continuously refine customer service standards and standard operating procedures (SOPs) across all outlets to ensure consistency and excellence in every interaction.
• Take ownership of customer satisfaction metrics such as CSAT, NPS, and mystery shopper scores, analysing results to develop targeted action plans for improvement.
• Monitor and respond proactively to customer feedback received through various channels including in-store interactions, delivery platforms like GoFood and GrabFood, as well as social media touchpoints.
• Work closely with the Operations team to roll out comprehensive service training programmes that empower frontline staff to deliver outstanding service at every location.
• Lead root cause analysis on recurring complaints by collaborating with Operations, Marketing, and IT teams to address systemic issues affecting the customer experience.
• Establish and maintain a robust complaint management framework, including escalation protocols and crisis response strategies for incidents that may gain traction on social media.
• Conduct regular visits to outlets and perform detailed service audits to ensure adherence to established standards and identify areas for further enhancement.
• Present clear reports on customer experience performance along with recommendations for improvement initiatives to senior management on a regular basis.
• Champion a culture of continuous improvement by encouraging feedback from both customers and staff, using insights to drive positive change throughout the organisation.

What you bring:

To excel as Customer Excellence Manager, your background should reflect substantial hands-on experience within high-volume food & beverage or retail settings where delivering consistent service quality is paramount. Your expertise should include not only interpreting complex satisfaction data but also translating those insights into practical improvements that resonate at the outlet level. A collaborative mindset is essential—your interpersonal skills will enable you to work effectively across departments while nurturing positive relationships with both colleagues and customers. You should bring a deep appreciation for process optimisation coupled with empathy towards guests’ perspectives. Familiarity with digital platforms used for ordering or feedback collection is highly valuable given today’s omnichannel landscape. Your educational foundation should support your practical knowledge base, ideally rooted in hospitality or business disciplines. Above all, your commitment to fostering an inclusive environment where everyone feels heard will set you apart as an invaluable member of the team.

• 6 to 10 years of proven experience in customer experience management or service quality roles within quick-service restaurants (QSR), food & beverage chains, or large-scale retail environments where multi-outlet operations are central.
• Demonstrated success in improving measurable customer satisfaction metrics such as CSAT or NPS at scale through strategic planning and hands-on execution.
• Comprehensive understanding of franchise or multi-location operations with the capability to standardise service quality across diverse outlets.
• Experience in building or enhancing SOPs as well as developing impactful training programmes tailored for frontline teams in fast-moving environments.
• Familiarity with digital customer touchpoints including ordering applications and third-party delivery platforms such as GoFood or GrabFood.
• Exceptional stakeholder management skills enabling you to influence cross-functional teams without direct authority while maintaining harmonious working relationships.
• Ability to conduct thorough root cause analyses on recurring complaints by leveraging data-driven insights and coordinating solutions across departments.
• Comfortable operating under pressure with a calm approach when managing crisis situations or urgent escalations related to reputational risk.
• Bachelor’s degree in hospitality management, business administration or a related field; additional qualifications in these areas are considered advantageous.

What sets this company apart:

This organisation stands out as one of Indonesia’s most recognisable brands within the food & beverage sector, renowned for its dedication to delivering memorable dining experiences across an expansive network of outlets. Employees benefit from being part of a supportive workplace culture that values collaboration, open communication, and shared success. The company invests significantly in employee development through structured training programmes designed to enhance both technical skills and personal growth. Flexible working opportunities are available where possible, reflecting an understanding of work-life balance needs. The leadership team is approachable and committed to empowering staff at all levels—ensuring your contributions are recognised while providing ample room for advancement within the organisation’s growing footprint. Joining this team means becoming part of a trusted household name that places genuine emphasis on community connection, operational excellence, and continuous improvement—all while supporting your career ambitions every step of the way.

What's next:

If you are passionate about shaping exceptional customer experiences within a thriving F&B environment, this is your opportunity to make a lasting impact—apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.