Customer Experience Supervisor
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Express Food Company is seeking a Customer Experience Supervisor to ensure consistent delivery of exceptional customer experiences across all restaurant locations. The role involves monitoring service quality, evaluating feedback, resolving escalated concerns, and implementing improvement initiatives.
Key Skills for This Role
Responsibilities
- Monitor and evaluate customer experience standards across all restaurant branches
- Ensure compliance with established service standards, hospitality guidelines, and customer service protocols
- Conduct regular restaurant visits, service audits, and customer journey assessments
- Manage and resolve escalated customer complaints in a professional and timely manner
- Track and analyze customer satisfaction metrics, service KPIs, and performance trends
- Identify service gaps and recommend corrective actions to improve guest experience
- Collaborate with Operations and Training teams to support customer service development initiatives
- Analyze customer feedback from multiple channels and provide actionable recommendations
- Prepare and present weekly and monthly customer experience reports to management
- Support the implementation of customer engagement and loyalty initiatives
Requirements
- Bachelor's degree in business administration, Hospitality Management, Tourism, or a related field
- 3–5 years of experience in customer experience, restaurant operations, hospitality, or QSR environments
- Previous supervisory or team leadership experience is preferred
- Strong communication, interpersonal, and conflict resolution skills
- Customer focused mindset with excellent analytical and problem solving abilities
- Proficiency in Microsoft Office applications and reporting tools
- Good command of both Arabic and English (written and spoken)
Full Job Posting
The Ideal Candidate
- A proactive, customer centric professional with strong leadership, communication, and problem solving skills.
- Passionate about delivering exceptional guest experiences, maintaining high service standards, and driving continuous improvement across all customer touchpoints while fostering a culture of hospitality and operational excellence.
Why Join Us
- At EFC, you'll be part of a dynamic and growing organization that values customer satisfaction, teamwork, and continuous development.
- We offer an engaging work environment where you can enhance your leadership capabilities, contribute to meaningful improvements in guest experience, and play a key role in strengthening our brand reputation.
Role Purpose
- To ensure the consistent delivery of exceptional customer experiences across all restaurant locations by monitoring service quality, evaluating customer feedback, resolving escalated concerns, and implementing initiatives that enhance customer satisfaction and protect the company's brand image.
Key Responsibilities
- Monitor and evaluate customer experience standards across all restaurant branches.
- Ensure compliance with established service standards, hospitality guidelines, and customer service protocols.
- Conduct regular restaurant visits, service audits, and customer journey assessments.
- Manage and resolve escalated customer complaints in a professional and timely manner.
- Track and analyze customer satisfaction metrics, service KPIs, and performance trends.
- Identify service gaps and recommend corrective actions to improve guest experience.
- Collaborate with Operations and Training teams to support customer service development initiatives.
- Analyze customer feedback from multiple channels and provide actionable recommendations.
- Prepare and present weekly and monthly customer experience reports to management.
- Support the implementation of customer engagement and loyalty initiatives.
Qualifications
- Bachelor's degree in business administration, Hospitality Management, Tourism, or a related field.
- 3–5 years of experience in customer experience, restaurant operations, hospitality, or QSR environments.
- Previous supervisory or team leadership experience is preferred.
- Strong communication, interpersonal, and conflict resolution skills.
- Customer focused mindset with excellent analytical and problem solving abilities.
- Proficiency in Microsoft Office applications and reporting tools.
- Good command of both Arabic and English (written and spoken).
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Express Food Company
IT Restaurant Applications Manager
Jeddah, KSA
Express Food Company is seeking an experienced IT Applications Manager to lead restaurant technology initiatives, including POS, ERP, HRMS, CRM, and AI systems. The role involves managing integrations, infrastructure, an
Accountant
Jeddah, KSA
Express Food Company is seeking a detail-oriented Accountant to support daily accounting operations including reconciliations, accounts payable, financial reporting, and payment processing. The ideal candidate has a Bach
Senior Accountant
Jeddah, KSA
Express Food Company seeks a detail-oriented Senior Accountant to lead daily accounting operations, ensure accurate financial reporting, and manage compliance with IFRS and Saudi tax regulations. The role involves overse
Regional Sales Manager
Jeddah, KSA
Express Food Company seeks a results-driven Regional Sales Manager to lead regional operations, drive sales growth, and optimize profitability across multiple branches in Jeddah. The ideal candidate has strong commercial
Restaurant Head Coach
Jeddah, KSA
The Ideal Candidate A passionate and energetic leader with strong restaurant operations experience, capable of driving team performance, customer satisfaction, and operational excellence in a fast-paced environment. Why
Legal Secretary
Jeddah, KSA
The Ideal Candidate We are seeking a highly organized and detail-oriented Legal Secretary with strong documentation, reporting, and administrative coordination skills. The ideal candidate has an analytical mindset, handl
Field QC Manager
Jeddah, KSA
About Us Express Foods Company is a leading quick-service restaurant operator, committed to delivering high-quality products and exceptional customer experiences, with continuous expansion across multiple locations. Role
Quality Management System Manager
Jeddah, KSA
About Us Express Foods Company is a leading quick-service restaurant operator, committed to delivering high-quality products and exceptional customer experiences, with continuous growth and operational excellence. The Id
IT Restaurant Applications Manager
Jeddah, KSA
Accountant
Jeddah, KSA
Senior Accountant
Jeddah, KSA
Regional Sales Manager
Jeddah, KSA
Restaurant Head Coach
Jeddah, KSA
Legal Secretary
Jeddah, KSA
Field QC Manager
Jeddah, KSA
Quality Management System Manager
Jeddah, KSA