Customer Experience and Marketing Internship at Java House

Are you passionate about delivering exceptional customer experiences and eager to build your career in marketing and digital platforms?

Java House Africa are looking for a Customer Experience & Marketing Intern (Delivery & Digital Platforms) to 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.

This is an exciting opportunity to gain hands-on experience, learn from industry professionals, and contribute to a fast-paced, dynamic environment.

Duties and Responsibilities:

1. 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.

2. 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.

3. Social Media & Brand Monitoring:

• Track and escalate customer mentions across digital platforms.
• Support community engagement initiatives in collaboration with the marketing team.

4. 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 the performance of the loyalty program (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

5. Administrative Support:

• Assist in day-to-day coordination between Customer Experience and Marketing teams.
• Support in compiling presentations, reports, and campaign tracking.

Key Result Areas

1. Customer Feedback Management
   Timely capture and logging of customer feedback.
2. Data Analysis & Reporting
   Quality and timeliness of reports.
3. Social Media & Brand Monitoring
   Responsiveness to customer engagement
4. Delivery Platform Management
   Accuracy and efficiency of platform operations
5. Loyalty Program Tracking
   Monitoring and reporting effectiveness
6. Administrative & Cross-functional Support
   Efficiency in coordination and support

Performance Indicators

1. 98% of feedback logged within set timelines, completeness and accuracy of records
2. Weekly/monthly reports submitted on time; number of actionable insights generated; relevance of recommendations
3. Response/escalation time to customer mentions; number of issues resolved/escalated
4. 99% accuracy of menus/pricing/promotions; number of issues identified and resolved (delays, cancellations, system errors)
5. Accuracy of reports on sign-ups, usage, and engagement; insights provided for improvement
6. Timely completion of assigned tasks; quality of presentations/reports; feedback from internal teams

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.

SPECIAL CONDITIONS OF EMPLOYMENT

1. Fast-paced, customer-focused environment
2. Cross-functional collaboration (Marketing, Operations, IT)
3. Occasional extended hours to meet deadlines
4. Frequent use of digital tools and platforms

Core COMPETENCIES

1. Analytical thinking
2. Attention to detail
3. Communication skills
4. Customer focus
5. Digital proficiency
6. Time management
7. Proactiveness

Apply for this vacancy

Deadline: Thursday, July 23, 2026

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