Customer Experience Manager

4 days ago


Princeton, New Jersey, United States Maman Corp. Full time
About Maman Corp.

Maman Corp. is a rapidly growing bakery, café, and lifestyle brand founded in 2014 by Elisa Marshall and Benjamin Sormonte. With locations across North America and Canada, we are committed to providing exceptional customer experiences and serving the highest quality baked goods, coffee, and meals.

Job Summary

We are seeking a passionate and experienced Assistant Captain to join our team. As a key member of our management team, you will be responsible for leading a team of counter staff, servers, and baristas, ensuring seamless customer service, and maintaining the overall aesthetic of our cafes.

Key Responsibilities
  • Lead a team of 15 staff members, providing guidance and support to ensure excellent customer service and team performance.
  • 80% of your time will be spent on the floor, completing tasks and ensuring the smooth operation of the cafe, while 20% will be dedicated to scheduling, ordering, and communication with the back office team.
  • Report directly to the Regional Director and Captain/General Manager, maintaining open communication and addressing team and cafe needs.
  • Take ownership of the cafe's aesthetic, including printing and framing signage, menus, and tags.
  • Ensure timely response to company emails and maintain accurate records.
  • Monitor food and labor costs, adhering to company guidelines and maintaining a high level of profitability.
  • Stay up-to-date with financial results, motivating your team to consistently exceed expectations.
  • Effectively communicate specials, promotions, and menu items to guests, encouraging repeat business and fostering relationships with regular customers.
  • Investigate and resolve guest concerns, ensuring a positive experience for all customers.
Requirements
  • Minimum 1-2 years of leadership experience in a fast-paced food service environment.
  • Familiarity with Toast, Harri, Margin Edge, and 3rd-party delivery apps.
  • Proven ability to take ownership of your team, cafe, and responsibilities, ensuring exceptional customer experiences.
  • Strong problem-solving skills, with the ability to escalate issues when necessary.
  • Food safety certification and a commitment to maintaining a clean and safe environment.
  • Flexibility to work a varied schedule, including weekends, holidays, and special events.
  • Passion for hospitality, staying up-to-date with industry trends, and a commitment to quality and aesthetics.
  • Ability to lead by example, motivate your team, and create a positive work environment.
  • Quick learner, adaptable, and able to thrive in a dynamic and fast-paced environment.
What We Offer
  • Competitive salary, healthcare, and sweet perks for going above and beyond.
  • PTO, healthcare, and commuter benefits.
  • Training and opportunities for growth and development.
  • Internal mobility and opportunities for advancement within the company.


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