Guest Service Team Leader, Stockholm

We're looking for a Guest Service Team Leader to join our team and own the guest experience across our digital contact channels. In this role, you will lead and develop the Guest Service team while ensuring every guest receives warm, consistent, and on-brand support. You'll also play an active part in the wider Central Operations team, driving and supporting projects that improve how our coffee shops operate and how our guests experience us.

Location: Stockholm

Team/Function: Central Operations

About Espresso House

Espresso House is a part of the world's biggest coffee family JAB Holding BV and has grown into the leading premium coffee shop brand in the Nordics with 500 Coffee Shops across Sweden, Norway, Finland, Denmark and Germany. Across five countries, a dedicated team of professionals works behind the scenes in our support offices, ensuring our coffee shops run smoothly and our guests enjoy the best possible experience. From operations to innovation, our support team lays the foundation that helps our shops thrive.

What You'll Do

As a Guest Service Consultant, you'll oversee day-to-day guest service across feedback platforms, social media, and email, while turning guest feedback into valuable insights for the business. You will work closely with Operations, Marketing, Category, and other teams to ensure the guest voice helps shape both our operations and commercial agenda. Alongside leading Guest Service, you'll be a key contributor to Central Operations projects, from new ways of working and process improvements to initiatives that raise standards across our markets. It's a role with real variety and a chance to make an impact well beyond your own team.

Key responsibilities

• Lead and develop the team – set clear expectations, build strong ways of working, and support team development and performance.
• Drive Central Operations projects – lead and support cross-functional initiatives within Central Operations, bringing structure, guest insight, and delivery focus to projects that improve operations across our markets.
• Own guest service operations – ensure timely, high-quality, and on-brand responses across all digital guest channels.
• Turn feedback into insight – identify trends and recurring themes and translate them into actionable insights.
• Connect guest insight to the business – partner with Operations, Marketing, and Category to bring the guest perspective into decisions.

Who are you?

• Guest-focused – Passionate about creating great guest experiences and understanding what matters to our guests.
• Analytical & insight-driven – Able to identify trends in guest data and turn them into clear, actionable insights.
• Structured & organised – Strong at managing multiple priorities and keeping processes and projects on track.
• Collaborative & influential – Confident working cross-functionally and influencing stakeholders without direct authority.
• Project-driven – Comfortable taking ownership of projects from idea to delivery, coordinating across teams and markets, and keeping momentum when priorities shift.
• Strong communicator – Clear, confident, and empathetic in communication with both guests and colleagues.

Experience & skills

• Relevant background – Degree or equivalent experience in hospitality, communications, customer experience, or a related field.
• Team leadership – Experience leading a customer-facing or service operations team.
• Guest experience – Experience within guest or customer experience, preferably in a multi-market environment.
• Communication skills – Fluent in English.

What We Offer

At Espresso House Group, you'll be part of a warm, ambitious, and international team where we care about both people and results. We offer a strong people culture and a collaborative environment with opportunities for professional growth and development

If you're ready to contribute to our Central Operations team, we'd love to hear from you!

Type of employment: Permanent

Start date: As soon as possible

Application deadline: 2026-10-09. We review applications on a rolling basis and will begin interviews immediately. Please note that the position may be filled before the application deadline.

Apply now or reach out to Marcus Henningson, [email protected] if you'd like to know more.