Senior Guest Experience Manager

At NAYA were on an exciting journey - growing fast sharing authentic fresh and nutritious Middle Eastern flavors and building a team that grows right along with us.

At NAYA our mission is to share the Middle Eastern flavors that nourish and inspire us

We are looking for an experienced passionate person to grow with us as we live our mission. If youre ready to lead with heart inspire others and be part of something bigger NAYA is the place to make it happen.

You will love working at NAYA
We believe great people deserve great rewards. NAYA offers a comprehensive and people-focused benefits package designed to support you at work and beyond including:

• Competitive pay to recognize your impact

• Competitive bonus plan

Paid Vacation time

• Medical dental and vision insurance to keep you healthy and thriving

• Flexible Spending Account

• Commuter benefits to make life easier

• Employee discounts and free NAYA meals because we believe in enjoying what we serve

• Pet Insurance - because

• Growth opportunities at every level we invest in developing leaders from within

Employee Assistance Pay on Demand Pet Insurance Identity Theft Protection and much more!

At NAYA youll find more than a job youll find a community that values you supports your goals and celebrates your success.

The Guest Experience Manager is responsible for leading and evolving NAYAs end-to-end guest experience strategy across all channels including digital in-store and post-visit engagement. This role goes beyond response management to build scalable systems insights and processes that elevate guest satisfaction loyalty and brand perception.

You will serve as the voice of the guest at a strategic level translating feedback into actionable insights partnering cross-functionally to drive improvements and ensuring consistency in how NAYA shows up for every guest.

This is a highly visible role requiring a balance of empathy operational awareness analytical thinking and leadership.

How Youll Impact

• Build and lead a best-in-class guest experience function that scales with NAYAs growth

• Increase guest satisfaction retention and brand loyalty through thoughtful engagement and recovery strategies

• Influence operational digital and marketing decisions through actionable guest insights

• Establish consistent high-quality standards for guest communication across all platforms

What Youll Do

• Own and evolve NAYAs guest experience vision standards and communication approach

• Develop scalable processes for managing guest feedback across all channels

• Define success metrics (CSAT response time resolution rates sentiment trends) and drive performance against them

• Lead initiatives that proactively enhance the guest journey not just react to issues

• Oversee all guest communications across email surveys social media and third-party platforms

• Ensure responses are timely empathetic brand-aligned and solutions-driven

• Design and implement elevated recovery strategies that turn negative experiences into loyalty-building moments

• Guide tone voice and messaging consistency across channels

• Analyze guest feedback to identify trends root causes and opportunities

• Translate insights into clear actionable recommendations for Operations Marketing and Technology teams

• Partner cross-functionally to implement changes that improve both in-store and digital experiences

• Create reporting dashboards and regular insights summaries for leadership

• Act as the central liaison between guest experience and internal teams

• Escalate and track critical issues ensuring accountability and resolution

• Collaborate on product menu and operational changes based on guest feedback

• Own and optimize CRM and reputation management tools (e.g. Tattle SOCI Olo Engage Yext Salesforce etc.)

• Improve workflows automation and documentation practices

• Ensure all guest interactions are properly tracked categorized and leveraged for insights

• Maintain deep knowledge of NAYAs menu operations and evolving systems

• Ensure all guest-facing communication reflects current offerings and brand standards

• Identify gaps between intended and actual guest experience

What you Bring

• 3 years of experience in guest experience customer experience or hospitality operations (multi-unit or high-growth environment preferred)

• Proven ability to move from execution to strategy building systems not just managing tasks

• Exceptional communication skills (written and verbal) with a strong sense of tone and brand voice

• Experience with CRM guest feedback and reputation management platforms

• Strong analytical mindset with the ability to turn data into action

• High attention to detail and organizational discipline

• Experience collaborating cross-functionally and influencing without direct authority

A mindset that is:

• Guest-obsessed: Sees every interaction as an opportunity to build trust and loyalty

• Strategic thinker: Looks beyond individual issues to identify patterns and long-term solutions

• Empathetic communicator: Balances care with clarity in every interaction

• Operator at heart: Understands the realities of restaurant environments and designs practical solutions

• Curious and growth-driven: Continuously looks for ways to improve systems tools and outcomes