Customer Experience Supervisor

About the role

We are looking for a proactive, customer‑centric leader to oversee the guest experience across all of our restaurant locations. The role focuses on maintaining high service standards, resolving escalated issues, and driving continuous improvement in every customer touchpoint.

Key responsibilities

• Monitor and evaluate customer experience standards across all restaurant branches.
• Conduct regular site visits, service audits, and customer journey assessments.
• Manage and resolve escalated customer complaints promptly and professionally.
• Track, analyse and report on customer satisfaction metrics, service KPIs and performance trends.
• Identify service gaps and recommend corrective actions to enhance guest experience.
• Collaborate with Operations and Training teams on service development initiatives.
• Support the rollout of customer engagement and loyalty programmes.

Required profile

• 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‑lead experience preferred.
• Strong communication, interpersonal and conflict‑resolution abilities.
• Customer‑focused mindset with solid analytical and problem‑solving skills.
• Fluent in both Arabic and English (written and spoken).

Required skills

• Proficiency with Microsoft Office applications and reporting tools.

What we offer

• A dynamic, growth‑focused environment that values teamwork and continuous development.
• Opportunities to enhance leadership capabilities and influence brand reputation.
• Engaging work culture centred on hospitality excellence.