Restaurant Manager

EXPERIENCE MANAGER – SWEETS & NAMKEEN STORE

Location: Delhi
Industry: Premium Sweets, Namkeen & Indian Food Retail
Experience: 3–7 Years
Employment Type: Full-Time

About the Role

We are looking for an experienced and energetic Experience Manager to take ownership of the overall customer experience at our sweets and namkeen stores.

The ideal candidate will ensure that every customer receives a warm, premium and consistent experience — from the moment they enter the store until their purchase is completed.

You will work closely with the store team, counter staff and management to maintain high standards of customer service, store presentation, staff grooming, product display and overall store experience.

Key Responsibilities

1. Customer Experience

• Ensure customers receive a warm, professional and personalised experience.

• Understand customer requirements and resolve complaints quickly and professionally.

• Monitor customer feedback and identify areas for improvement.

• Ensure staff follows proper customer greeting and communication standards.

• Maintain a premium and welcoming atmosphere inside the store.

2. Staff Management & Training

• Train staff on customer service, communication and product knowledge.

• Ensure staff maintains proper grooming, uniform and professional behaviour.

• Conduct regular briefings and monitor staff performance.

• Develop and implement customer-service SOPs.

• Ensure employees follow company standards consistently.

3. Store Presentation

• Ensure counters, displays and shelves are clean, organised and attractive.

• Maintain proper product presentation and replenishment.

• Monitor cleanliness of customer-facing areas.

• Ensure packaging, billing counters and takeaway areas are maintained to company standards.

• Coordinate with the operations team to maintain the overall look and feel of the store.

4. Sales & Customer Engagement

• Support the team in improving customer conversion and average bill value.

• Encourage staff to explain products, flavours and recommendations to customers.

• Ensure customers are informed about new products, special offers and seasonal items.

• Observe customer behaviour and provide management with insights for improving sales and experience.

5. Complaint & Feedback Management

• Personally handle important or escalated customer complaints.

• Maintain a record of customer feedback and recurring issues.

• Coordinate with production, operations and management teams to resolve problems.

• Follow up to ensure customer issues are properly closed.

6. Experience Improvement

• Regularly identify opportunities to improve the customer journey.

• Suggest improvements in store layout, displays, packaging, service and customer interaction.

• Benchmark service standards against premium food and retail brands.

• Help management implement new customer-experience initiatives.

Candidate Profile

We are looking for someone who:

• Has 3–7 years of experience in retail, restaurants, hospitality, premium food stores, QSRs or similar customer-facing businesses.

• Has excellent communication and interpersonal skills.

• Is confident in managing and training frontline staff.

• Has a strong eye for presentation, cleanliness and customer service.

• Is comfortable handling customer complaints and difficult situations.

• Has a positive, energetic and approachable personality.

• Can work in a fast-paced retail environment.

• Is comfortable working weekends and during festivals/peak seasons.

• Has good knowledge of Hindi and English.

Preferred Experience

Candidates from the following industries will be preferred:

• Premium sweets & mithai stores

• Bakery & confectionery

• Restaurants / QSR

• Hotels & hospitality

• Premium retail

• Café / food & beverage

• Luxury or customer-experience driven retail brands

Key Performance Indicators (KPIs)

The Experience Manager will be measured on:

• Customer satisfaction

• Customer complaints and resolution time

• Staff service standards

• Store cleanliness & presentation

• Staff grooming and behaviour

• Customer feedback

• Repeat customer experience

• Compliance with customer-service SOPs

• Overall store experience

What We Offer

• Competitive salary based on experience

• Opportunity to work with a growing and established food brand

• Performance-based incentives

• Career growth opportunities

• Opportunity to build and implement customer-experience systems and SOPs

How to Apply

Interested candidates can share their CV along with current salary, expected salary and notice period.

Subject: Application – Experience Manager

• It is a Full Time Retail / Counter Sales job for candidates with 5 - 6+ years Experience.