Guest Experience Manager EMEA

vor 1 Tag

Zug, Schweiz Restaurant Brands International Vollzeit

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.

Job Overview

The Guest Experience Manager will be responsible for coordinating and facilitating the delivery and rollouts of guest experience-related digital & tech solutions into the Burger King, Tim Hortons, Popeyes & Firehouse Subs restaurants, and e-commerce channels within EMEA. This includes managing the day-to-day deployment activities within the applicable projects, providing guidance on next steps and processes, overseeing project management, managing deadlines, and collaborating with cross-functional departments as well as the brand operational field teams and franchise partners.

The Guest Experience Manager should be passionate about delivering the best guest experience through implementing the best and latest digital systems in a QSR environment. You must be comfortable working in a startup environment with significant ambiguity and will need to leverage past knowledge and experience in project management, specifically in the digital/tech area. The successful candidate will benefit from the opportunity to be a part of the journey towards a seamless, digital, guest experience and will be backed by the resources, colleagues, and know-how of Restaurant Brands International, one of the largest restaurant companies in the world.

Your Responsibilities

  • Acting as a business owner of digital & tech products in the Guest Experience area both for the Customers in the restaurants as well as on e-commerce channels.
  • Project Management, including cross-functional alignment and close cooperation with the tech team, prioritizing the development of tech features and solutions, and taking part in the creation of product road maps.
  • Help define & refine steps needed for successful deployment of digital and tech solutions, such as: preparing rollout strategy & schedules, materials required, and communicating the actions with stakeholders.
  • Work closely with franchise partners on proposed solutions and communicate with them about current challenges and possibilities that digitalization can bring to their restaurants to ensure they fully support those projects.
  • Data analysis such as: sales or customer satisfaction to measure the success of implemented solutions, identify gaps & continuously work on improvements.
  • Help improve and fine-tune current & future Guest Experience solutions from a technical, operational as well as guest experience perspective to achieve the vision of a seamless Guest Experience.

Your Skills And Experience
  • Bachelor’s and/or Master’s degree in marketing, tech, or management area
  • 3+ years of operations experience in the QSR, fast-casual, hospitality, retail, or other service space.
  • Experience leading digital, tech, or Guest Experience projects is a must.
  • Ability to analyze and interpret information, identify issues and their causes, and use good judgment in making decisions to resolve issues.
  • Ability to manage multiple projects simultaneously in a work environment that demands flexibility and adaptability.
  • Ability to work cross-functionally between Marketing, Operations, Technology, and Franchisees.
  • 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 for driving the right outcome - even if it goes beyond their role and scope.
  • Results-driven with a bias for action and commitment to excellence. Acts with a sense of urgency.

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. #J-18808-Ljbffr

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