Popeyes Louisiana Kitchen, Inc Lead, Global Guest Insights in Miami, Florida
Lead, Global Guest Insights
The Lead, Global Guest Insights serves as the Guest Experience global thought leader for the brand by leading the Guest Experience, Guest Relations, and Guest Recovery teams. This role is responsible for defining the long-term vision and overseeing team execution of strategic plans. They align goals and measurement for the Global Voice of the Guest program. This role will lead global consumer initiatives by partnering closely with Domestic and Int’l Operations, IT and/or vendors, Training, and/or Marketing. They will oversee the management of global cross-functional project teams including, but not limited to the following: the Voice of the Guest, 1-877 Feedback Hotline, Mystery Shopping, and/or any additional Guest Relations/Recovery initiatives for the brand. Will supervise Experience Measurement Analysis, seeking to diagnose root cause and manage action planning to drive performance improvement.
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Address Line 1:
5505 Blue Lagoon Drive
Establish aligned goals and metrics for defining the relationship with guests and linkage to all levels of the organization: PGSC, Franchise System, Restaurant General Managers, Team Members, and Guest.
Partner with Marketing, HR, Training, and Operations to ensure consistent measurement of desired behaviors.
Action planning – leverage vendor tools to action plan for improvement and drive performance results. Partner with Training to link action planning tools to Learning Management System.
Guest Experience - Define and lead guest experience strategies and initiatives positioning Popeyes in a leading and prominent position relative to the competition.
Devise experiential measurement programs to identify key areas of opportunity within our restaurants, action plan to improve, and track for progress over time.
Develop programs designed to enhance Service/experiential development within the restaurants. To include, but not limited to: Service Fundamentals, and Recovery.
Lead Guest Experience, Guest Relations, and Guest Recovery team continuously monitoring, tracking, interpreting and sharing external and competitive trends.
Supervise Guest Experience Team – Supervise management of the global guest feedback survey program. Oversee all data analysis and oversee management of vendor partnerships. Supervise management of vendor relationships, to include: Global Guest Survey vendor partner. Responsible for conducting RFP processes for vendor partnership.
Manage Guest Relations Team - Supervise daily in-house guest resolution program; where guests are contacted, matters resolved, and determine appropriate resolution and compensation where appropriate. Supervise data integration of guest recovery tools into one simplified tool for the brand.
Oversee management of vendor partnerships.
Lead RFP Process for vendor partnership.
Negotiate domestic and/or international vendor contracts for various guest feedback programs.
Oversee and influence the expansion of guest feedback program (s).
Partner with the Int’l team to roll-out consumer reporting tools to measure guest satisfaction and operational compliance. Oversee training sessions for Int’l Field Service teams to share best practices.
Act as liaison with franchisees, vendors, and brand for consumer initiatives. Supervise consumer metrics analysis and share findings to franchisees, brand, and/or field teams.
Cross Functional Leadership:
Oversee project management of cross-functional project teams to ensure on-time project deliverables and team members are held accountable. Team members may include: Finance, Int’l, and IT.
Serve as thought leader and key decision maker for the following:
Global guest survey program (including seeking potential vendor partners)
Guest feedback programs (including seeking potential vendor partners to outsource)
Mystery Shopping program (including seeking potential vendor partners)
Project Management Tool vendor/supplier (including seeking potential vendor partners)
Required Knowledge, Skills and Abilities:
Expertise in Contract Negotiation and direct experience writing, and leading RFPs
Must be able to think strategically and devise/execute strategic plans
Must be able to align, influence, and lead cross-functional project teams for project collaboration
Superior Project Management skills, including ability to lead cross-functional teams to drive for results and achieve goals/actions
Oversee project managers leading multiple projects at a time
Must be able to manipulate data base information from vendors and internal for analysis
Experienced in presenting to large, formal groups and able to conduct training sessions
Must have a high level of proficiency in the area of written and verbal communication
Expertise working with Microsoft Office Suite including Excel, Word, Adobe and PowerPoint
Bachelor’s Degree and equivalent business experience
10+ years of customer database experience (CRM & CEM)
5+ years project management experience
10 Years Consumer and/or Customer Service Management Experience
Experience leading team(s)
Strong ability to manage through influence, rather than direct reporting relationships
Experience managing/delivering complex projects simultaneously
Proven record of problem solving and confident decision making
Equal Opportunity Employer:
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.