Sr. Manager, Digital Guest Experience, Apac

2 weeks ago

Singapore BK ASIAPAC, PTE. LTD. Full time

**The Opportunity**:
This position is responsible for building an industry leading guest experience across all our APAC restaurants. The Sr Manager Digital 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 Business or Social studies
- 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 mínimal oversight
- MS. Office Package strong knowledge
- Fluency in English required, proficiency in Mandarin a plus

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