Customer Experience Specialist

About the role

High Ground is hiring a Customer Experience Specialist for Four Winters in Amman. The role helps build stronger customer relationships and increase repeat visits by turning customer insights into action, from following up on feedback to running retention initiatives. It is a hands-on, full-time position.

Key responsibilities

• Follow up on customer feedback, complaints and enquiries, taking each issue through to resolution
• Recognise regulars, welcome new customers and reconnect with those who have not returned
• Plan and coordinate initiatives that encourage second visits, more frequent visits and long-term loyalty
• Review the customer journey across branches, delivery and digital touchpoints to find what satisfies or frustrates customers
• Bring recurring issues to the relevant teams, agree on actions and check that improvements reach customers
• Work with marketing and operations on loyalty programmes, personalised communication and offers with measurable results
• Visit branches, observe service and speak with customers to help teams deliver a consistent, welcoming experience
• Keep customer preferences, feedback and follow-up history organised while respecting privacy and communication preferences
• Track repeat purchases, visit frequency, reactivation, satisfaction and complaint resolution to improve the approach

Required profile

• Experience in customer experience, customer retention, CRM or hospitality guest relations
• Strong communication skills in Arabic and English
• Ability to handle complaints with empathy, sound judgement and reliable follow-through
• Proactive, organised and confident working with branch teams and customers

Required skills

• Comfortable using customer data and spreadsheets to identify patterns and track results
• Nice to have: experience in F&B, hospitality or multi-location retail, loyalty programmes, customer segmentation or retention campaigns, and familiarity with POS data, CRM platforms and customer feedback tools