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.
