What are the responsibilities and job description for the Sr. Manager, Delivery Guest Experience, Burger King, US&C position at Burger King?
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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®. 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.
Burger King is in the midst of an exciting digital transformation. With the fast-emerging digital environment and our guests expecting more from us every day, this team is focused on innovation across the customer journey in and outside our restaurants, identifying the most meaningful opportunities for our guests, and developing capabilities to bring them to life. We do this in partnership with our Technology teams and markets around the world.
The Senior Manager, Delivery Guest Experience, Burger King (US and Canada) is a critical role in moving Burger King forward on the journey to deliver exceptional omnichannel integrated delivery experiences. This person will be accountable for creating a delivery guest journey strategy that will focus on guest experience and will require creating and implementing emerging ideas and/or Delivery trends from thought to execution at a national scale. This person will work closely with the External partners (e.g., DoorDash, Uber Eats), Operations, Franchise Partners, & Field Execution teams to achieve guest excellence for the home delivery business for Burger King. The person will report to the Senior Director, Delivery, Burger King, as part of the BK Digital team.
Responsibilities
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.
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.
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.
Burger King is in the midst of an exciting digital transformation. With the fast-emerging digital environment and our guests expecting more from us every day, this team is focused on innovation across the customer journey in and outside our restaurants, identifying the most meaningful opportunities for our guests, and developing capabilities to bring them to life. We do this in partnership with our Technology teams and markets around the world.
The Senior Manager, Delivery Guest Experience, Burger King (US and Canada) is a critical role in moving Burger King forward on the journey to deliver exceptional omnichannel integrated delivery experiences. This person will be accountable for creating a delivery guest journey strategy that will focus on guest experience and will require creating and implementing emerging ideas and/or Delivery trends from thought to execution at a national scale. This person will work closely with the External partners (e.g., DoorDash, Uber Eats), Operations, Franchise Partners, & Field Execution teams to achieve guest excellence for the home delivery business for Burger King. The person will report to the Senior Director, Delivery, Burger King, as part of the BK Digital team.
Responsibilities
- Build Burger King’s Home delivery business roadmap with the intent of growing delivery share of systemwide sales.
- Partner with 3rd-party partners to drive best-in-class experiences that lead to more visibility, engagement and conversions (menu architecture, content management, etc.)
- Work with cross-functional teams to optimize in store digital technologies -- digital screens, scanners, POS -- to drive customer acquisition, frequency, retention, and average check.
- Identify long-term opportunities based on research, testing, analysis and a strategic view of the market to grow revenue, scale customer experience/personalization efforts and create a compelling guest experience that further differentiates Burger King from competitors
- Synthesize guest and team member feedback into actionable improvements, conduct quant/qual research to identify opportunities, and use data to prioritize initiatives to drive results.
- Review sales, profitability, and operational KPIs to inform decision making; analyze the information and determine appropriate solutions in collaboration with internal & external stakeholders.
- Partner with the cross-functional teams to develop and drive growth through various channels. Ensure the technologies are integrated across all digital channels and works seamlessly with the broader marketing strategy and calendar.
- 5-8 years of experience with a proven track record of owning & executing operations optimization, working with highly cross-functional team in a well-known consumer brand
- Experience in QSR, Retail or other consumer-facing, service-based/distributed workforce environments preferred
- Experience working with 3rd party delivery platforms & managing operations through their channels is compulsory
- Digital and e-commerce experience preferred
- Experience collaborating with cross-functional teams (technology, operations, product) to drive results
- Proven experience building vendor relationships with the objective of growing sales.
- High level of comfortability navigating emerging sales channels to identify how to improve our crew and customer experiences
- Data-driven mindset with an ability to interpret analytics to drive decisions and strategy
- Passionate champion of the Guest to drive exceptional digital and loyalty experiences
- Start-up mentality, eager to move quickly and work with a lean team
- Highly curious, always looking to learn and stay ahead of trends
- Technical knowledge to bridge the gap between business side and Engineering/IT side
- Experience using SQL, Excel, Tableau or similar tools
- Preferred experience in QSR, Retail, food delivery, technology, or related industry
- Bachelor’s degree required; MBA preferred
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.
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.
Salary : $40
