Guest Experience Manager EMEA
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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.
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.
Your responsibilities:
* Acting as a business owner of digital & tech products in the Guest Experience area for both Customers in the restaurants and 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.
* Data analysis to measure the success of implemented solutions, identify gaps, and continuously work on improvements.
* Help improve and fine-tune current & future Guest Experience solutions from a technical, operational, and guest experience perspective.
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 flexible and adaptable work environment.
* Ability to work cross-functionally between Marketing, Operations, Technology, and Franchisees.
* Effective communicator, both written and verbal, with the ability to articulate concepts clearly.
* Results-driven with a bias for action and commitment to excellence.
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.
Why work here?
Looking for high impact work in a fast paced and ever changing environment? Then you have come to the right place. RBI is consistently looking for individuals with a passion to learn and desire to make change.
Get In Touch
Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
About Us
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.
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