6 month Contract - Customer Experience Manager| Base & Car allowance

Job Description

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We're looking for a person to come in and work with our GM and Directors to execute customre facing projects that can be sustainably maintained into the future by our team. Ideally the initial contract period goes well and the successful candidate would like to continue on with us full time.

What it feels like to be part of the LifeGrain team \n

LifeGrain operates Plume, Tsubu Sushi, and LifeGrain – café and food retail venues embedded in hospital environments across Sydney. Founded in 2014 with a deeply personal mission to transform the hospital café experience, we have built something that goes well beyond food and beverage. We have a fourth brand coming online in mid 2027 as well which is actively in development.

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We are a strong, profitable business with a proven footprint in the health sector, a loyal and growing customer base, and a leadership team that moves with genuine intent. Our values – Kindness, Comfort, Dependabilityshape how we show up for our customers, our hospital partners, and each other every single day. What we are building now is the layer above operations – the experience, the feeling, the standard that makes a LifeGrain venue unmistakably LifeGrain.

Why you will love working with us \n

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• You know better than most what a great food and beverage experience looks and feels like – and here you will finally have the platform, the access, and the mandate to deliver it
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• You will work directly with Directors, the General Manager, and Central Kitchen – no layers, no politics, just a team that is ready to move when the right idea lands
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• This role has been built for someone with real hospitality experience who is ready to step into a position of genuine influence – over product, over presentation, over the experience end to end
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• Collaborate with leadership and contribute to continuous improvement, enhancing product ranges and developing new store designs and fit-outs
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A day in your life \n

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• Start the week doing what you do best – walking the floor of a hospital venue, reading the space, assessing food displays, checking that presentation standards are sharp, and the offer is landing the way it should
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• You might spend time with the Central Kitchen team working through a new seasonal menu – reviewing flavour profiles, portion presentation, and how new products will sit alongside the existing range across all three brands
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• Mid-week, you are coaching a venue team on food display, merchandising standards, and service flow – translating your hospitality instincts into practical, repeatable standards that stick
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• Later in the week, you are reviewing customer feedback data, identifying patterns and trends – perhaps a product that is not converting, a service bottleneck, or an opportunity to introduce something new – and building a recommendation for leadership
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• You are across signage, store ambience, smallwares, and equipment – if something is off- brand or inconsistent, you spot it, you fix it, and you put a system in place so it does not happen again
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• You are out in the venues as much as you are at a desk – that balance is the role
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Our team and what we stand for \n

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• The leadership team is hands‑on, accessible, and genuinely invested in the people around them – this is not a business where good ideas disappear into a committee
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• You will report directly to the General Manager and work closely with Directors, Operations, and Central Kitchen – a tight group of experienced people who move with purpose
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• The hospital communities we serve are at the heart of everything we do – our teams show up with warmth, consistency, and genuine care, and we look for the same in the people who join us
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• Culture here is not a talking point – it is something you will feel on your first site visit
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About you \n

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• Around 3 years of local hospitality experience – whether that is venue management, food and beverage operations, multi‑site roles, or a combination – you understand how great venues run and what it takes to lift standards across a team
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• A genuine eye for food presentation – you know how a display should look, how a menu should sit, and what makes a product irresistible before a customer even picks it up
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• Hands‑on experience with menus and product ranges – you have been involved in menu development, seasonal rollouts, or product reviews, and you understand how to balance quality, margin, and customer appeal
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• Out‑of‑the‑box thinking grounded in data – you generate ideas, but you also test, measure, and iterate
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• Evidence of impact – NPS improvement, customer satisfaction uplift, product innovation, or service transformations you can speak to clearly
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• Project ownership – the ability to scope, communicate, and run initiatives from brief to delivery, keeping stakeholders aligned without losing momentum
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• Excellent communication – written, verbal, and visual. You can articulate a vision and bring a room with you
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An appointment is subject to having full working rights and undertaking valid mandatory checks and certificates. We are committed to diversity and inclusion. We encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people from all backgrounds.

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