Associate Manager, Guest Experience

  • Yum
  • Jan 13, 2021
Full time General Managers and Management Executives

Job Description

Job DescriptionPurpose of the Job: Support the Guest Experience team by delivering operating systems that enables KFC restaurants to provide a relevant, easy and distinct guest experience. The Associate Manager, Guest Experience is responsible for supporting and implementing processes that improve overall guest satisfaction (Accuracy with Speed, Guest-Team Member Experience) from test to launch. You will partner cross-functionally with a dynamic, operational and customer POV. Job Responsibilties: • Execute actionable ideas and projects from developed strategy into tangible results with leadership from Manager, Guest Experience. • Partner with team to design and implement new operating systems to enhance the in-restaurant customer experience. • Participate on innovative cross-functional teams to improve menu design, in restaurant merchandising, suggestive selling digital experience and hospitality. Drive the execution of the ideas into tangible results visible in our restaurants. o Partner with HR to improve the team member experience as a pathway to improve the customer experience. o Partner with Marketing-Consumer Insights & Ops-Guest Recovery to uncover consumer insights. o Partner with Ops-IT, IT, Ops Engineering, Packaging, Marketing & Performance Marketing to create an optimal digital consumer experience (from the time the order is placed to food on the table). • Continuously learn and evaluate competitive guest experiences with guidance from Manager. Work to develop a full understanding of restaurant operational procedures and develop critical thinking for operational efficiencies. Knowledge and Skill Required: • Education/Certifications - Bachelor's Degree Preferred, applicable experience will be considered in lieu of formal education • Experience o Years of Experience - 3-5 Years of experience, specifically in the restaurant industry o Ability to work with all levels of the organization o Ability to be a strong voice for the customer o Ability to motivate and inspire cross-functional teams o Creative problem solving with the ability to "think outside the box" in solving business issues o Organization and ability to handle many tasks at one time o Exceptional analytic skills and attention to detail o Use disruptive thinking to challenge the status quo o Excellent communications skills