Customer Experience Executive

Role Purpose:

The Customer Experience Executive at Mister Baker LLC is responsible for ensuring every customer interaction reflects the brand’s values of quality, warmth, and celebration. The role focuses on delivering seamless customer experiences across all touchpoints — in-store, online, and delivery — by managing feedback, resolving queries, analyzing satisfaction trends, and supporting service improvement initiatives.

Key Responsibilities:

1. Customer Service & Relationship Management

• Act as the primary point of contact for customer inquiries, feedback, and complaints through phone, email, social media, and in-person channels.
• Ensure timely, empathetic, and professional resolution of all customer issues to maintain high satisfaction levels.
• Coordinate with store teams, operations, and delivery partners to ensure smooth order processing and service recovery when required.
• Maintain an updated database of customer profiles, preferences, and order history to enhance personalization.

2. Experience & Quality Monitoring

• Conduct regular checks on service quality and delivery standards across branches.
• Monitor online reviews, ratings, and social media feedback to identify service improvement areas.
• Work with the marketing and operations teams to ensure consistent brand experience across all customer touchpoints.
• Participate in mystery audits or customer journey evaluations to identify service gaps.

3. Data & Reporting

• Track, analyze, and report customer feedback trends and satisfaction metrics (CSAT, NPS, complaint turnaround, etc.).
• Prepare monthly reports highlighting key customer insights and improvement recommendations.
• Maintain accurate records of interactions and resolutions for audit and compliance purposes.

4. Collaboration & Improvement Initiatives

• Support the implementation of customer experience enhancement projects in coordination with Marketing, Operations, and IT teams.
• Provide feedback to the product development and operations teams based on recurring customer suggestions.
• Assist in training front-line staff on communication, service etiquette, and complaint handling.