Strategic Lead- Guest Experience Manager/Sr. Manager/Customer Service

Role Purpose:

To champion Haldirams commitment to Atithi Devo Bhava by designing, driving, and delivering exceptional guest experiences across all touchpoints. The role will own feedback systems, service recovery mechanisms, and delight programs to ensure every guest interaction reflects care, consistency, and cultural pride. Through insights and continuous improvement, this role will connect people, process, and emotion making every Haldirams experience memorable.

Key Responsibilities:

1. Guest Feedback & Insights

• Manage end-to-end Guest Feedback Systems including surveys, complaint portals, and social media listening.
• Build a structured framework for capturing, analysing, and acting on guest insights in real time.
• Present monthly dashboards and insights to leadership highlighting trends, recurring issues, and action plans.

2. Service Recovery & Escalation Management

• Lead the Guest Escalation and Recovery process to ensure every concern is addressed with empathy and speed.
• Train frontline and managerial teams on complaint handling, empathy-led communication, and recovery excellence.
• Create recognition programs for employees who turn complaints into moments of delight.

3. Guest Delight & Experience Design

• Conceptualize and roll out Guest Delight Programs that go beyond satisfaction to create emotional connection and loyalty.
• Collaborate with Operations and L&D teams to design behavioral interventions that elevate the service culture.
• Identify and celebrate Moments that Matter in the guest journey through surprise-and-delight initiatives.

4. Mystery & Experience Audits

• Design and implement Mystery Audit Programs to evaluate service, product, and ambiance quality.
• Develop experience scorecards that measure warmth, accuracy, speed, and cleanliness across stores.
• Partner with Operations and Training teams to close gaps and standardize best practices.

5. Continuous Improvement & Collaboration

• Use guest data and feedback to drive continuous improvement projects across operations and people functions.
• Work closely with the Employee Experience and L&D Partner to align guest experience with team behaviour and capability.
• Build a culture where every employee understands their impact on guest satisfaction and brand perception.

Key Competencies:

• Strong customer-centric mindset with emotional intelligence.
• Analytical and problem-solving skills to convert feedback into action.
• Excellent communication and storytelling ability to influence across levels.
• Passion for hospitality, culture, and creating memorable experiences.
• Collaborative and hands-on approach with a deep sense of ownership.

Educational Qualification:

Graduate/MBA/PGDM in Hospitality Management, Service Excellence, or Business Administration.

Experience:

812 years of experience in Guest Experience, Quality, or Service Excellence, preferably in FMCG, QSR, or Hospitality sectors.