Job Description
Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
The Manager, Guest Experience - United States and Canada will own the relationship between Firehouse Subs and our Guest Experience and Social Media Program vendors. You will be the gatekeeper and manager of all program project plans, including initiation, planning, prioritization, project communication, execution, and issue resolution. As the main voice of our Guest inside FHS's office, you will drive a company-wide cultural shift towards being Guest-obsessed. Your strategic guidance via consistent knowledge sharing about the guest experience and oversight of all Guest Experience (GX) projects will help the brand accelerate business outcomes and enable maximum value realization from our Guest feedback. - Develop the Firehouse Subs strategic plan on employee and guest engagement with cross-functional operations, digital, and execution teams; and consequently work with program vendors to deliver on the plan
- Manage the Firehouse Subs OSAT survey program, including survey programming and optimization, in partnership with internal stakeholders and vendors
- Develop processes to consistently collect, interpret, and share guest feedback across cross-functional teams to help drive meaningful change
- Establish GX roadmap and gain support from various stakeholders to advance GX priorities
- Direct day-to-day tracking of project list, including technical enhancements, integrations, and insight deep dives
- Meet with vendors on a weekly basis to define priorities, ensure KPIs are being met, and reassess business objectives
- Ensure guest-related company milestones are successfully met through oversight of internal and external project stakeholders and coordination of internal resources
- Work with GX and Social Media vendor experts on a routine basis to identify new business use cases for their data and dashboard
- Collaborate with the internal training team to design and support end-user adoption and drive organizational buy-in
- Assess and identify internal operational blind spots and work with vendors to conduct advanced analytics reports (key driver analysis, correspondence mapping, text analytical deep dives, etc.)
- Perform analytics across multiple sources of Guest data using quantitative and qualitative methods to turn insights into action
- Conduct quarterly business reviews with the Firehouse Subs leadership team to discuss program health, review roadmap progress, and assess key driver/product performance
- Co-own FHS's roadmap to implementing digital feedback capture methods across 1,000+ restaurants with C-Suite Digital Executives.
Skills & Requirements:
- Bachelor's Degree required, ideally focused in the fields of Operations Management, Business Management, Hospitality Management - scrum or another project management certification a plus
- At least 2 years of project management and/or vendor management experience
- Proficient in capabilities/solutions offered by Guest Experience Program vendors (e.g. SMG, Medallia, Qualtrics, etc.) and Social Media vendors (Sprinklr, Sprout Social, etc.)
- Experience in QSR or other consumer-facing, service-based industry (distributed workforce environments preferred)
- Comfortable working with and in technology and using new/innovative software solutions to tackle business problems
- Experience in collaborating with multi-functional teams and leading several projects/initiatives at once
- Ability to act as the 'voice of the guest' and ensure their needs are translated in the experience offered at our restaurants
- Strong analytical problem solver who can distill complex findings into intuitive and simple takeaways
- Experience facilitating cross-functional team discussion and priority alignment
- Well-developed negotiation skills, and can provide direction while not having direct authority
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request. Restaurant Brands International, Inc.
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