Job Description

. Develop customer retention strategies by analysing customer behaviour, preferences, visit patterns and engagement to strengthen repeat visits and long-term customer relationships.

. Manage and optimise the Fnbees membership and loyalty programme, including customer segmentation, membership engagement and targeted retention initiatives.

. Monitor and analyse customer feedback, reviews, complaints and satisfaction trends to identify customer needs, recurring issues and opportunities for service improvement.

. Coordinate with operations and front of house to resolve customer issues and implement appropriate service recovery measures to enhance the overall customer experience.

. Develop and implement customer engagement initiatives for special occasions, celebrations, group dining, private events and seasonal experiences to encourage repeat visits.

. Plan and execute targeted customer communications through CRM, social media and direct outreach, using customer profiles and engagement data to deliver relevant promotions, menus, offers and event information.

. Analyse customer spending and purchasing behaviour to identify opportunities for relevant food, beverage, membership and event recommendations that support customer retention and business growth.

. Track customer engagement and retention performance and use feedback, membership activity and customer data to evaluate initiatives, recommend improvements and support cross-functional planning with restaurant, events and marketing teams.