Statement of Purpose:
The Consumer Relations Manager is responsible for managing a team that supports all company operations by responding to guests who contact us. This manager is also responsible for the generation of insights based on data obtained both from guest contacts and our in-restaurant guest survey system.
Manages the daily functions of a group of Guest Relations representatives who record comments and respond to guests expressing concerns.
Maintains databases to collect guest feedback and categorize guest and consumer concerns
Reviews all existing guest response procedures and identifies process improvements.
Monitors ongoing guest comments to identify and communicate any items requiring immediate corporate engagement. Examples include product recalls and activist requests.
Responsible for ongoing training of Guest Relations representatives.
Acts as primary point of contact with the guest satisfaction survey vendor.
Responsible for monthly analysis and reporting of key trends in guest satisfaction and guest comments as well as the performing ad hoc analyses identified by our business partners.
Works with our training group to train key contacts in the appropriate usages of data.
Works with marketing partners to identify and appropriately respond to social media commentary.
All other duties as assigned or required.
Must possess strong team leadership capabilities
Excellent communication and interpersonal skills
Must have strong analytical capabilities, process and continuous improvement orientation
Excellent presentation and organizational skills
Proficient in Microsoft Office tools and database usage
Strategic thinker with strong analytical and creative mindset
Bachelor’s degree required, business major preferred
Master’s degree not required but a plus
3-5 years job-related work experience required
Experience presenting to Senior Management and Brand teams
Travel not required for this position
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; climb or balance; and taste or smell.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.