Customer Experience & Marketing Intern (Delivery & Digital Platforms) at Java House

Customer Experience & Marketing Intern (Delivery & Digital Platforms) at Java House – Java House Kenya Job Details

Primary Purpose and Scope

Assist in supporting Customer Experience and Marketing initiatives by enhancing guest engagement, managing delivery platforms, and ensuring a high standard of customer experience across all touchpoints.

Duties and Responsibilities

• Customer Feedback Management: Capture and log guest feedback from multiple touchpoints (social media, delivery platforms, calls, emails, in-person). Organize data for easy tracking and follow-up.
• Data Analysis & Reporting: Analyze feedback to identify trends, recurring concerns, and improvement opportunities. Prepare weekly/monthly reports for management and cross-functional teams. Provide actionable insights to enhance service delivery and customer satisfaction.
• Social Media & Brand Monitoring: Track and escalate customer mentions across digital platforms. Support community engagement initiatives in collaboration with the marketing team.
• Delivery Platforms & Loyalty Program: Monitor daily branch operations on third-party delivery platforms to ensure accuracy of menus, pricing, and promotions. Track and monitor order flows, flagging operational issues such as delays, cancellations, unavailable stores or system errors. Track and report on loyalty program performance (sign-ups, usage, engagement). Support with testing, updates, and coordination with platform partners. Support with managing channel manager menu updates and audits. Assist in research and competitor tracking for aggregator campaigns and pricing. Assist in operations training on integration and aggregator apps.
• Administrative Support: Assist in day-to-day coordination between Customer Experience and Marketing teams. Support in compiling presentations, reports, and campaign tracking.

Qualifications & Experience

• Currently pursuing or recently completed a degree/diploma in Marketing, Business, Communication, or a related field
• Strong analytical skills with attention to detail
• Proficient in Microsoft Excel/Google Sheets (bonus: data visualization tools)
• Familiarity with social media platforms and digital customer engagement
• Strong communication and organizational skills