Customer Experience Supervisor

The Ideal Candidate

A proactive, customer-centric professional with strong leadership, communication, and problem-solving skills. The ideal candidate is 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.

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.

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.

• 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.

• 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).