Foodstories
Website:
foodstories.shop
Job details:
Head – Customer Journey & Loyalty
📍 Location: Mumbai (Store-based role)
At Foodstories, every customer is a guest.
And every visit should feel personal.
We’re looking for someone who comes from a strong hospitality background — someone who understands that great experiences are built through people, warmth, and attention to detail.
This role is about owning the guest journey end-to-end — ensuring that every interaction feels thoughtful, intuitive, and worth coming back to.
What You’ll Do
Guest Experience & Relationship Building
- Be the custodian of the guest experience across the store
- Build strong relationships with repeat and high-value customers
- Ensure every guest feels recognized, understood, and valued
- Create a culture where the team delivers warm, intuitive service
Personalisation & Guest Understanding
- Develop a deep understanding of guest preferences, habits, and occasions
- Enable teams to deliver personalised recommendations and interactions
- Make the store feel familiar and personal, not transactional
Community & Experiences
- Curate and host guest-led experiences — tastings, workshops, and small gatherings
- Build a community of regulars and loyal guests around the store
- Partner with chefs, brands, and collaborators to create memorable moments
Membership & Loyalty
- Drive a strong base of returning guests through membership and engagement
- Create meaningful, experience-led benefits for members
- Focus on building long-term relationships, not just transactions
Gifting & Occasion-Led Engagement
- Build gifting as an experience-led offering
- Understand guest needs across occasions (hosting, celebrations, corporate)
- Create thoughtful, curated gifting solutions
Service Excellence & Team Enablement
- Set and maintain premium service standards across the store
- Lead by example on the floor — visible, approachable, and hands-on
- Train and guide teams to deliver consistent, high-quality service
Omnichannel Guest Experience
- Ensure a seamless experience across in-store, WhatsApp, and digital touchpoints
- Personally oversee guest concerns, feedback, and escalations
- Maintain a strong focus on guest satisfaction and service recovery
Who You Are
- 3–6+ years in premium hospitality, luxury retail, or guest experience roles
- Warm, intuitive, and people-first
- Highly detail-oriented
- Comfortable being on the floor and engaging with guests daily
- Strong ability to build relationships and lead teams through influence
Why This Role Matters
At Foodstories, what customers remember is not just what they buy —
but how they felt in the space.
This role ensures that every guest experience is consistent, personal, and memorable.
We’re looking for someone who can make guests feel at home —
and give them a reason to keep coming back.
If this sounds like you, we’d love to hear from you!
Apply here or share your CV at monishka.adhikari@foodstories.shop
Click on Apply to know more.