Customer Experience Specialist
Four Winters
- Amman
- Full-time
- 9
About the role
Getting customers through the door is one thing. Giving them a reason to come back is another.
High Ground is looking for a Customer Experience Specialist to help Four Winters build stronger customer relationships and increase repeat visits.
You’ll understand what brings customers back, what stops them returning, and where the experience needs to improve. From following up on feedback to developing retention initiatives, you’ll turn customer insights into action and track whether those actions make a difference.
This is a hands-on role with a clear purpose: make customers feel heard, remembered, and eager to return.
Responsibilities
Own customer follow-up: Respond to feedback, complaints, and enquiries with care, and follow each issue through to resolution.
Build customer relationships: Develop thoughtful ways to recognise regulars, welcome new customers, and reconnect with customers who haven’t returned.
Drive retention: Plan and coordinate initiatives that encourage second visits, more frequent visits, and long-term loyalty.
Understand the customer journey: Review the experience across branches, delivery, and digital touchpoints to identify what creates satisfaction or frustration.
Turn feedback into improvements: Bring recurring issues to the relevant teams, agree on actions, and verify that improvements reach customers.
Develop loyalty initiatives: Work with marketing and operations on loyalty programmes, personalised communication, and relevant offers, with a clear purpose and measurable results.
Stay close to branches: Visit branches, observe service, speak with customers, and help teams deliver a more consistent and welcoming experience.
Maintain useful customer records: Keep preferences, feedback, and follow-up history organised, respecting customer privacy and communication preferences.
Measure what works: Track repeat purchases, visit frequency, customer reactivation, satisfaction, and complaint resolution; use findings to improve the approach.
What you’ll do
- Establish a customer experience and retention baseline.
- Put a clear customer follow-up process into use.
- Launch and measure two retention pilots.
What you need
- 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.
- Comfortable using customer data and spreadsheets to identify patterns and track results.
- Proactive, organised, and confident working with branch teams and customers.
Nice to have
- Experience in F&B, hospitality, or multi-location retail.
- Experience with loyalty programmes, customer segmentation, or retention campaigns.
- Familiarity with POS data, CRM platforms, and customer feedback tools.