As a customer experience professional, you will be responsible for:
- Lead customer experience and operational excellence across India and partner markets, ensuring consistency with global standards and local regulatory norms.
- Design, deploy, and continuously refine customer service frameworks to drive a seamless and compliant guest experience.
- Own end-to-end grievance management processes, ensuring timely resolution and strong governance across markets.
- Drive service quality across both franchise and company-operated restaurants through robust standards, audits, and performance reviews.
- Partner closely with cross-functional teams (Operations, Legal, Marketing, Digital, Analytics) to embed customer-centric practices.
- Leverage customer feedback, VOC insights, and analytics to identify experience gaps and drive continuous improvement initiatives.
We are looking for someone with a:
- 5 - 6 years of experience in Customer Experience, Service Excellence, or Customer Service Operations within QSR, consulting or hospitality, retail environments.
- Exposure to end-to-end customer service operations, including service delivery, audits, and compliance with global standards.
- Hands-on experience in grievance and escalation management, including structured complaint handling workflows and governance.
- Experience in developing or managing customer service frameworks such as policies, SOPs, service guidelines, and satisfaction tracking mechanisms.
- Strong background in VOC programs, CSAT/NPS analytics, and using customer insights to identify experience gaps.
- Ability to partner cross-functionally with Operations, D&T, Legal, Marketing, Analytics, and Franchise teams for root-cause analysis and preventive action planning.
- Exposure to digital transformation within CX - including deployment of AI-led tools, automation, or real-time dashboards for service visibility and decision-making.
- Demonstrated ability to handle multi-market or franchise environments, ensuring consistency in experience delivery across formats.
- Proven experience in driving continuous improvement initiatives based on customer feedback, service trends, and performance metrics.
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