Manager-Customer Experience - Full-time

The Customer Experience Manager will focus on understanding SONIC guests' experience -- discovering guest needs and crafting interactions that drive desired outcomes to satisfy those needs. You will incorporate various touch points across several mediums to build scalable interactions that exceed guest expectations. You will identify guest pain points, root causes of problems, and solutions to address challenges. You will work cross functionally with various teams including; brand insights and marketing teams to map out and implement a guest journey that improves and increases guest loyalty.

RESPONSIBILITIES

• Strategic leadership and direction of the SONIC-dedicated CSR team with accountability for quality service and operational excellence

• Includes developing new and/or streamlining processes and systems, developing scripts, standards of performance, knowledge base system, and training for all lead sources

• Daily, Weekly, and Monthly Reporting Management of Guest Experience KPIs to ensure "voice of guest" is effectively measured using VOC, mystery shops, tot line, social media tools, and additional data sources

• Lead project teams and collaborate cross-functionally to address business questions using data analysis to convey insights and recommend actions that align with business strategy

• Guest interaction and follow-up, including calls and voicemail, mail, email, and Better Business Bureau

• Additional ad hoc projects and other duties as assigned

EDUCATION AND EXPERIENCE QUALIFICATIONS

• Required: BA/BS in Marketing, Business Administration, Statistics, Social Science, or related field

• Preferred: Advanced degree in a Business or Science related field

• 5 - 7 years' experience in Guest Experience / Guest Insights Research for a retail and/or brand focused on elevating and redefining guest experience

• Experience in program management and holding vendors accountable to the needs of the organization

• Experience with strategic decision making based on data from disparate sources

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Advanced working knowledge of MS Office tools

• Ability to put yourself in the guest's shoes and understand their needs and how to best address them

• Ability to create compelling stories based on research and data to improve the guest experience

• Strong working knowledge of analytics and tools such as Tableau, SSMS, AWS and reporting tools

• Strong work ethic and desire to learn and grow with the business

• Working knowledge of call center and survey methodologies

• Knowledge of CX tools and willingness to learn new platforms

At SONIC, we encourage and attract wildly creative people. Bold, unique personalities whose passion for what they do shows in the food, the experience and the culture of our brand. Sound like you? Join us as we deliver delightful and delicious moments to our guests!

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC Drive-In restaurants worldwide.

We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table. We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences.