Assistant Manager (Customer Experience/Culture):
The Assistant Manager at Village Coffee of Sunbury is responsible for overseeing and enhancing the overall customer experience. This role involves managing customer interactions, ensuring high levels of satisfaction, handling customer concerns, and improving service
processes. The Assistant Manager works closely with the team to maintain a welcoming atmosphere, deliver excellent service, and uphold the company’s values in every customer touchpoint.
Key Responsibilities:
Customer Satisfaction: Ensure every customer has a positive and memorable experience at the coffee shop. Address customer feedback and resolve complaints in a professional and timely manner.
Team Leadership: Supervise front-line staff to ensure they deliver friendly, efficient, and high-quality service. Provide training and support to improve team performance.
Service Improvement: Analyze customer feedback, identify areas for improvement, and collaborate with management to implement new procedures or services to enhance the overall experience.
Quality Control: Monitor the consistency of products and service quality to ensure they meet company standards. Work with the team to maintain a clean, organized, and welcoming environment.
Customer Engagement: Build relationships with regular customers and encourage loyalty through personalized service and promotions. Develop customer engagement strategies to increase repeat visits.
Staff Training & Development: Train staff on customer service best practices, company policies, and product knowledge to ensure they are well-equipped to handle customer needs.
Marketing & Promotions: Assist in promoting seasonal or special promotions, loyalty programs, and community engagement events.
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