Customer Service SOP Project

Client : Cinepax Pakistan

This is an ongoing project to design and develop Cinepax Pakistan’s Customer Service SOPs for its operations team. It is estimated to take 1 to 2 years, with the use of design thinking processes such as empathy field work, customer experience immersion, search for insights and idea storming. The SOPs will be designed with clarity of instruction and clear visual aids to support easy understanding.


  • Mariam El-Bacha, CEO, Cinepax Pakistan
  • Amir Siddique, Director of Operation, Cinepax Pakistan
  • 30 key Assistant Cinema Supervisors, Assistant Cinema Managers, Cinema Managers from all the branches
  • Some key management team members from Human Resource, Training and F&B departments

Posted on

June 4, 2020