Customer Service & Retention Manager

📍 Mama Diam Mama Diam is a hidden restaurant & bar inspired by the nostalgic mama shop culture of old Singapore. Beyond good food and drinks, what we care most about is how guests feel when they leave — and whether they want to come back. We’re looking for a Customer Service & Retention Manager who genuinely enjoys building relationships, solving problems thoughtfully, and creating memorable guest experiences — both on the floor and behind the scenes. What You’ll Do Guest Experience & Service Recovery Be the point person for guest feedback across WhatsApp, Google, Instagram, and in-store Handle complaints with empathy, professionalism, and good judgement Turn unhappy guests into returning guests through thoughtful follow-ups and recovery gestures Work closely with floor and bar teams to address recurring service issues Customer Retention & Community Building Build and manage a simple guest database (regulars, VIPs, corporate clients) Develop loyalty, referral, and return-visit initiatives Maintain relationships with key regulars and partners Support private events, brand collaborations, and special activations Internal Alignment Share guest insights with Operations, Marketing, and Management Help train front-of-house staff on service mindset and recovery standards Improve SOPs related to hospitality, communication, and guest touchpoints Who We’re Looking For 3–5 years experience in hospitality, customer experience, or service-focused roles Strong communicator — calm, clear, and empathetic Naturally service-oriented; you care about details and people Comfortable handling difficult conversations professionally Organised, responsible, and trustworthy Experience in restaurants, bars, hotels, or premium retail is a plus Why Join Mama Diam You’ll play a key role in shaping how guests experience our brand Direct exposure to management and decision-making Opportunity to grow into a regional customer experience or operations role Work in a brand that values culture, storytelling, and human connection — not just numbers