Responsibilities

• Champion a culture of hospitality and service excellence across all Lucky Goat Coffee locations.
• Serve as the primary advocate for the customer by representing guest feedback and championing initiatives that enhance the 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 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.
• 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.