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.
  

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.