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