italy** restaurant community is looking for a Head of Customer Experience.

italy is a community of restaurant industry experts. For 16 years, they have been creating restaurants and bars that people want to return to. During this time, they have launched over 50 establishments in St. Petersburg and Moscow, as well as abroad.

Responsibilities:

• Forming a guest experience management system: CJM, CRM, segmentation, analytics on NPS, repeat visits, and average check;
• Launching personalized communications and loyalty programs in collaboration with marketing;
• Developing a knowledge base and service standards, a training system, and quality control (mystery shopper, audits);
• Developing service leaders and Clienteling in restaurants;
• Forming a talent pool and developing managers for independent work with service;
• Training the team to work with CRM and CJM.

Requirements:

• Experience with CRM and building CJM;
• Experience with NPS, repeat visit, and average check metrics;
• Experience in building training systems and quality control in a chain of locations;
• Experience launching loyalty programs.

Will be an advantage:

• Experience in HoReCa;
• Experience working with multiple brands simultaneously.

Conditions:

• Salary and working conditions are discussed at the interview;
• Official employment according to the Labor Code of the Russian Federation;
• Work in a community with 20+ projects;
• Participation in the corporate loyalty program;
• Career growth and development.