AMACHA - Customer Service Manager (Customer Experience Lead)

Full-Time • Singapore

About the Role

As AMACHA enters its next phase of expansion, we are looking for a Customer Service Manager who will champion AMACHA's signature experience: elevated hospitality, consistency, and a warm, heritage-driven brand culture.

You will build and lead a customer experience system that ensures every guest - from walk-ins to online orders - feels cared for, heard, and connected to AMACHA. You will manage all service touchpoints, oversee guest feedback loops, support store teams in service execution, and work closely with Ops, Marketing, and Supply Chain teams to drive continuous improvement.

This role directly supports the Store Managers and reports to the Operations Director.

Key Responsibilities

1. Customer Experience & Service Quality

• Build, implement, and maintain AMACHA's service standards and "Elevated Hospitality" framework across all outlets.
• Monitor customer interactions across channels (in-store, WhatsApp, Google Reviews, IG/RED comments, GrabFood/Deliveroo).
• Identify service gaps and ensure timely resolution of guest issues.
• Lead service recovery initiatives and empower outlets with the right tools/scripts.

2. Training, Coaching & Team Culture

• Conduct regular service training for baristas and store teams - product knowledge, guest conversation flow, elevated hospitality, situational service.
• Collaborate with Ops & HR to build structured onboarding for new staff (FT + PT).
• Coach Store Managers on leadership and guest engagement.
• Prepare training materials, SOPs, and service playbooks; maintain documentation .

3. Feedback & Quality Assurance

• Analyse guest feedback from reviews, surveys, and social media and turn insights into action plans.
• Track key KPIs:
  Customer satisfaction score
  Response time
  Review ratings
  First-contact resolution rate
  Complaints vs repeat visits trend
• Conduct periodic store audits on hospitality, cleanliness, and product consistency.
• Coordinate with Marketing on messaging for sensitive TCM-related questions while avoiding unapproved health claims.

4. Process Improvement & Operations Support

• Work closely with Ops to solve recurring service bottlenecks (queue management, order flow, packaging).
• Identify customer-experience pain points and propose solutions that improve speed and consistency .
• Support launch of new outlets with pre-opening training and service readiness.
• Assist in building internal systems for handling customer inquiries, complaints, and escalations.

5. Reporting & Management

• Prepare weekly and monthly CX reports with analysis, trends, and recommendations .
• Provide management with insights on customer behaviour, top liked vs disliked products, and operational pain points.
• Own the "customer-first culture" across AMACHA as the brand expands.