Customer Experience & Quality Excellence Specialist
Pubblicato il 11-08-2026 - Street Smash Burgers in Milano
Street Smash Burgers is looking for a Customer Experience & Quality Excellence Specialist for our office in Milan. This isn't your usual customer experience job. Here you'll build the foundations of how Street delights its guests in Italy: quality standards across stores, customer feedback and reviews, service consistency as new locations open one after another. You'll work closely with Headquarters and with AI and automation tools in your daily work (yes, in customer experience too). A bit of everything. And that's how we like it.
Key Responsibilities
- Conduct regular Customer Experience & Quality Excellence audits across all restaurants.
- Ensure consistent execution of the Street Smash customer experience and brand standards.
- Evaluate food quality, presentation and consistency.
- Assess cleanliness, maintenance, lighting, music, temperature, scent and overall restaurant ambience.
- Review employee appearance, hospitality, service standards and guest interactions.
- Ensure visual merchandising, branding, furniture and restaurant aesthetics meet company standards.
- Identify opportunities to elevate the overall customer experience and brand perception.
- Prepare detailed audit reports with photos, recommendations and action plans.
- Follow up to verify implementation of corrective actions.
- Collaborate closely with Operations to improve execution while maintaining independent quality assessments.
- Monitor customer feedback, online reviews and recurring quality trends.
- Support the continuous improvement of brand standards, SOPs and audit checklists.
- Travel regularly to restaurants across Europe.
Key Requirements
- 2+ years of experience in Customer Experience, Hospitality, Premium Retail, Brand Standards, Quality Excellence or Multi-site Operations.
- Strong aesthetic judgment and exceptional attention to detail.
- Passion for hospitality, customer experience and premium brands.
- Ability to identify improvement opportunities and translate them into clear, actionable feedback.
- Excellent communication, organization and reporting skills.
- Fluent English and Italian (Spanish or Portuguese is a plus).
- Comfortable travelling frequently across Europe.
- Self-motivated, proactive and able to work independently in a fast-growing international company
What we offer
- A role in a structured, growing company.
- The chance to help build the Customer Experience department structure in Italy.
- A real growth path.
- A dynamic, results-oriented environment.
- Salary: €32,000 – €38,000 per year + premio.
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