Responsibilities

• Champion a culture of hospitality and service excellence that delivers consistent customer satisfaction and strengthens brand loyalty across all Lucky Goat Coffee locations.
• Serve as the primary advocate for the customer by representing guest feedback, identifying opportunities for improvement, and championing initiatives that enhance the overall Lucky Goat Coffee experience.
• Analyze customer feedback, guest sentiment, and satisfaction trends to identify opportunities for operational and brand improvements.
• Maintain and continuously improve the end-to-end customer journey across in-café, digital, retail, and franchise experiences.
• Identify friction points throughout the customer experience and partner with Operations, Education, Technology, Marketing, and Franchise teams to implement solutions.
• Develop and maintain brand standards for customer-facing communications across email, phone, social media, review platforms, and digital channels to ensure a consistent Lucky Goat Coffee brand voice.
• Conduct routine audits of customer-facing brand standards across cafés, digital platforms, the mobile app, and marketing touchpoints to ensure consistency and quality.
• Oversee the customer experience across Lucky Goat Coffee's digital platforms, including the mobile app, online ordering, loyalty program, and customer communication channels, partnering with vendors and internal teams to resolve issues and enhance functionality.
• Coordinate Lucky Goat Coffee’s donation and philanthropy initiatives through the Lucky Goat Coffee Gives Back program.
• Build and maintain strategic relationships with nonprofit organizations, schools, and community partners to strengthen Lucky Goat Coffee's presence and positive impact within each market.

Requirements

• Bachelor's degree in Marketing, Communications, or a related field, or equivalent professional experience.
• Experience leading customer experience, brand experience, or user experience initiatives and programs.
• Strong understanding of customer feedback platforms, digital customer experiences, or customer service programs.
• Demonstrated success coordinating events, community partnerships, sponsorships, or nonprofit initiatives.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills with the ability to interpret customer feedback and identify opportunities for continuous improvement.
• Proven project management and organizational skills with exceptional attention to detail and the ability to manage multiple priorities simultaneously.
• Ability to work independently while collaborating effectively across cross-functional teams.
• Demonstrated leadership, initiative, and sound decision-making in a fast-paced, evolving environment.
• Strong interpersonal skills with the ability to build relationships with employees, customers, franchise partners, vendors, and community organizations.

Preferred

• Proficiency with customer review platforms, Microsoft Office Suite, Google Workspace, and project management software (such as Asana) preferred.
• Knowledge of Shopify, loyalty platforms, and digital ordering systems preferred.

Benefits

• Competitive Salary - $45,000 - $50,000
• Employee Discount of 25% off.
• 401K along with company matching.
• Health Benefits
• Opportunities for continued education within the creative field.