Guest Experience Leader, Digital Support & Central Ops

Espresso House Group; Stockholms kommun; On-site; SEK 420,000 - 540,000; Full time

Job summary

Espresso House Group is seeking a Guest Service Team Leader to own the guest experience across our digital channels and support the Central Operations team with guest insights and process improvements. You will lead and develop the Guest Service team while ensuring warm, consistent, and on-brand support.

You will collaborate with Operations, Marketing, and Category, driving projects that raise standards across markets and contribute to a customer-centric commercial agenda.

Qualifications

• Relevant background – Degree or equivalent experience in hospitality, communications, customer experience, or a related field.
• Team leadership – Experience leading a customer-facing or service operations team.
• Guest experience – Experience within guest or customer experience, preferably in a multi-market environment.
• Communication skills – Fluent in English.

Responsibilities

• Lead and develop the team – set clear expectations, build strong ways of working, and support team development and performance.
• Drive Central Operations projects – lead and support cross-functional initiatives within Central Operations, bringing structure, guest insight, and delivery focus to projects that improve operations across our markets.
• Own guest service operations – ensure timely, high-quality, and on-brand responses across all digital guest channels.
• Turn feedback into insight – identify trends and recurring themes and translate them into actionable insights.
• Connect guest insight to the business – partner with Operations, Marketing, and Category to bring the guest perspective into decisions.

Skills

Leadership

Guest experience

Analytical thinking

Cross-functional collaboration

Project management

Communication

Education

Bachelor's degree in Hospitality

Job description

Espresso House Group is seeking a Guest Service Team Leader to own the guest experience across our digital channels and support the Central Operations team with guest insights and process improvements. You will lead and develop the Guest Service team while ensuring warm, consistent, and on-brand support.

You will collaborate with Operations, Marketing, and Category, driving projects that raise standards across markets and contribute to a customer-centric commercial agenda.