Head - Customer Journey and Loyalty - Foodstories, Mumbai.

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.