Customer Experience Officer at Pinnah Foods

• The Customer Experience Officer (CXO) is responsible for delivering a seamless, consistent, and high-quality customer journey across all touchpoints from first interaction to post-purchase. Touchpoints include in-store, website, and third-party platforms.
• This role ensures that every customer interaction reflects the brand’s values, strengthens satisfaction, and builds long-term loyalty. You are responsible for the timely resolution of complaints, third-party coordination, loyalty management and customer feedback analytics to drive retention, repeat purchases, and brand trust across our brands.
• The CXO works cross-functionally with operations teams to continuously improve the end-to-end experience, resolve pain points, and elevate service standards. Success is measured by customer satisfaction, repeat business, and a consistently high-quality customer experience.

Key Responsibilities

• Manage customer interactions across WhatsApp, website, google and third-party platforms.
• Respond to complaints promptly, ensuring professional handling and timely resolution within SLA.
• Respond to all customer WhatsApp enquiries/complaints in a timely manner.
• Maintain an up-to-date Customer Complaints/Feedback Log and escalate issues to relevant teams (Operations, Q&A, etc.). 
• Analyze customer feedback trends and present actionable insights in weekly and monthly reviews.
• Maintain and analyze the customer loyalty database to support retention initiatives.
• Monitor third-party platforms (e.g. Chowdeck, Glovo) to ensure seamless order processing and issue resolution.
• Track and report platform-related performance issues impacting revenue or customer experience.
• Monitor third-party platforms for brand visibility, campaign activities. 
• Proactively manage failed or cancelled orders, recover revenue, and document recovery performance.
• Manage all website and WhatsApp orders - end to end.
• Communicate to the outlets on all campaigns, offers and promotions.
• Support impact initiatives and manage partnerships, ensuring follow-through and impact tracking.
• Prepare and present monthly reports on customer experience, complaints, and revenue recovery metrics. 

What Success Looks Like

• Customer Satisfaction & Experience: Customer Satisfaction Score (CSAT), Average response time to enquiries/complaints, Complaint rate %, Complaints resolution time
• Revenue Recovery Rate: Failed or cancelled orders recovery rate, revenue leakage %
• Issue Resolution & Responsiveness: Average Complaint Resolution Time, % Complaints Resolved Within SLA, Repeat Complaints (same issue)
• Execution Excellence: Accuracy of reporting on complaints/feedback, on-time reporting, %errors or typos in communication
• Customer Retention & Loyalty: Loyalty Program Participation, Repeat Visit / Repeat Purchase Rate, 
• Feedback & Continuous Improvement: Customer feedback volume, % Reduction in Key Pain Points,