Manager, Digital Guest Experience, RBI EMEA

☞ Restaurant Brands International

View: 185

Update day: 26-03-2024

Location: Baar Zug ZG

Category: Marketing / PR Sales

Industry: Marketing Advertising Information Technology Services Financial Services

Position: Associate

Job type: Full-time

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Job content

Job Overview

Food service, around the world, is being changed by digital ordering channels. RBI in EMEA sees this in all 3 of our brands. Our guests want to order from their phone, from the web and from home. And their expectations are that by ordering this way, their experience at the restaurant should be more seamless and convenient than it would have been before. So, we have a job to do to meet and exceed these expectations. We need to innovate across the customer journey inside and outside our restaurants; we need to identify the most meaningful opportunities for our guests and develop capabilities to bring them to life. We do this in partnership with our consumer tech teams, our digital marketing teams, and our markets around the world. But, while these other teams will be looking at the guest experience within the digital ordering channels, operations needs to understand how these digital ordering channels should modify the operational processes, equipment, layouts, and trainings.

The Manager, Digital Guest Experience will be responsible for understanding basic restaurant operations and understanding – through data analysis, research, and competitor activity – the impact of digital ordering channels. You will need to not only influence the operations team in driving the digital operations success but will also serve as the operations voice with the digital marketing and consumer tech teams to ensure that development includes and prioritizes the components that will allow for successful operations and a seamless guest experience.

To complete this role you will need to have an operations background with experience in digital transformation. You will also need to understand how to look at and analyze data to drive action. And you will need to be creative in developing solutions and working through challenges.

Reporting to the Senior Director, Operations Standards, RBI EMEA, your role will be critical in the strategy, speed, and prioritization of RBI EMEA’s ongoing digital development

If you have a proven track record within food service or hospitality operations and digital transformation we want to hear from you.

Key Responsibilities
  • Work closely with and advise cross functional teams from different brands and aligning on priorities within RBI App development, POS development, payment processing, layout design, delivery management, and operational processes
  • Leverage existing data, new data sources, and competitor activity to inform operations plan within digital guest experience and clearly understand value of any proposed changes.
  • Innovate existing standards and exterior activities to develop a best-in-class experience
  • Define ideal operational processes for delivering seamless guest journey for all digital order guests
  • Define strategy for internal team’s work related to the digital guest experience
  • Define roadmap for execution for new and existing restaurants, with delineation between different brand’s priorities, layouts, technology, and capabilities.
  • Communicate with franchisee partners to the holistic situation and the size of the opportunity
  • Support franchise partners in developing market specific plans that can be executed with speed and help solve issues as the come up in the trial and execution of action plan
  • Spread the vision of a seamless guest experience within RBI and our franchise partner community
Required Skills
  • Bachelor’s and/or Master’s degree
  • 3+ years of operations experience in the QSR, fast casual, hospitality, retail, or other service space.
  • Experience leading digital transformation and customer journey mapping
  • Ability to analyze and interpret information, identify issues and their causes, and use good judgment in making decisions to resolve issues
  • Experiences measuring and analyzing various guest satisfaction metrics and transforming these into actions
  • Ability to complete multiple projects simultaneously in a work environment that demands flexibility and adaptability - within ambiguity
  • Ability to work cross-functionally between Marketing, Operations, Technology, and Restaurant Owners
  • Ability to operate effectively in both tactical and strategic capacities - You can comfortably adjust your altitude and roll-up your sleeves as needed
  • Effective communicator, both written, verbal and through presentations. Articulates concepts in a clear, structured and succinct manner, adjusted for the audience
  • Extremely accountable to driving the right outcome - even if it goes beyond their role and scope
  • Results-driven with bias for action and commitment to excellence. Acts with a sense of urgency.
  • Prior experiences in a product management, service design, and/or customer success/support role is advantageous
  • Prior experiences working in a tech start-up environment is advantageous.
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.

50207532
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Deadline: 10-05-2024

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