Guest Experience Lead | Elevate Service & Hospitality

AMACHA CHAPTER THREE PTE. LTD.; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

AMACHA CHAPTER THREE PTE. LTD. is seeking a Customer Service Manager to champion elevated hospitality and a warm, heritage-driven brand culture across its outlets in Singapore.

You will build and lead a comprehensive customer experience system that engages guests from walk-ins to online orders and collaborates with Ops, Marketing, and Supply Chain to drive continuous improvement. You will mentor store teams, design onboarding and training materials, manage feedback loops, and ensure timely

Qualifications

• Experience building and leading a customer experience program.
• Ability to design and implement service standards and training.
• Proven track record in coaching store teams for consistent hospitality.

Responsibilities

• Build, implement, and maintain elevated hospitality across outlets.
• Lead training for baristas and store teams; develop onboarding materials.
• Analyse guest feedback and drive action plans with clear KPIs.
• Collaborate with Ops, Marketing, and Supply Chain to resolve service bottlenecks.
• Prepare weekly/monthly CX reports and communicate insights to management.

Skills

Customer service

Team leadership

Training

Quality assurance

Tools

CRM software

Job description

AMACHA CHAPTER THREE PTE. LTD. is seeking a Customer Service Manager to champion elevated hospitality and a warm, heritage-driven brand culture across its outlets in Singapore.

You will build and lead a comprehensive customer experience system that engages guests from walk-ins to online orders and collaborates with Ops, Marketing, and Supply Chain to drive continuous improvement. You will mentor store teams, design onboarding and training materials, manage feedback loops, and ensure timely