Sr. Manager, Restaurant Guest Experience, APAC

3 weeks ago

Singapore Restaurant Brands Full time

About Restaurant Brands International:

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 100 countries. 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.

The Opportunity:

This position is responsible for building an industry leading guest experience across all our APAC restaurants. The Sr Manager Restaurant Guest Experience will play a pivotal role in moving our brands forward and helping drive improvement on delivery ratings and other customer feedback KPIs related to the guest experience. Additionally, this position will help bring innovative solutions that keeps the guest experience top of mind, driving satisfaction and sales. By interacting and consulting with various internal and external stakeholders including Marketing, Digital, Tech and Field Operations teams, the person will be responsible for executing initiatives at the restaurant level.

Roles and Responsibilities:

• Define, build, and own processes for executing best in class guest experiences in our restaurants

• Work with cross-functional teams on standards, procedures, equipment, technology, and any other pertinent aspects of the restaurant that can be leveraged to enhance the overall experience

• Find better ways to manage inbound deliveries from aggregators to improve handoff to drivers, cutting down on delivery speeds, order cancellations, and improve food quality

• Manage relationships with key aggregator partners in the region (Grab, Food Panda, Uber Eats, etc.)

• Own customer feedback program and manage vendors to ensure best-in-class practices

• Understand full customer experience of self-ordering kiosks to help increase adoption and usage

• Discover other ways to get customer feedback, both in restaurant, and via our digital platforms

• Responsible for expanding our restaurant footprint via dark kitchens (cloud / delivery kitchens)

• Explore ways to bring digital and technology in drive thrus, improving speed and overall experience

• Find ways to increase adoption of our mobile apps, particularly when guests are already on site

• Create business cases for new equipment and technology in our restaurant business cases for new equipment and technology in our restaurants

Required Skills:

• Bachelor's degree in Digital or Operations related field

• Strong experience in executing process improvements based on data-driven feedback

• Restaurant or Retail or operations experience highly desirable

• Solid problem-solving skills and analytical capabilities

• Strong interpersonal skills with the ability to direct and influence others at all levels

• Demonstrated ability to drive results through the management of projects and processes

• Self-initiative and ability to work autonomously with minimal oversight

• MS. Office Package strong knowledge

• Fluency in English required, proficiency in Mandarin a plus

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.

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