Customer Experience Manager

Role Summary:The Customer Experience Manager serves as guardian over this critical success factor on our executive team as a forward thinking-partner providing leadership to ensure our Recipe for Service standard is met. This individual must have a passion for service, people and operational excellence. The Customer Service Manager will serve to advance a training program that produces world class team members and will effectively manage, monitor, create consistency, and drive 2nd Mile Service and operational excellence. This visionary leader will be a key resource to introduce and implement best practices.

Primary Duties and Responsibilities

• Developing Service Leaders, Lead Cashiers, and Training Coaches with use of IDP's
• Leading and overseeing all aspects of quality guest relations, ensuring that 2nd Mile Service is delivered all day everyday at » front counter» drive-thru» dining room» Chick- l-A Anywhere Catering (community)
• Provide vision and accountability for Operational Excellence to Front of House (FOH) team
• Developing and implementing Team Member Training & Development process » intentional about developing effective Training Coordinators » orientation program» first 90-days e-TMDP training plans» monthly TMDP recertification classes » tracking & reporting monthly progress of team members
• Ensure all policies and Quality/Standards are upheld
• Maintain rigorous cleaning schedule for FOH, play area and exterior of campus
• Ensure appropriate Suggestive Selling is taking place offering rewards to facilitate
• Create culture of “continuous improvement” in Front of House (no shortcuts)
• Establish and post written monthly Service goals
• Provide on-going performance reports tracking & post results using visual feedback
• Responds to Cares, Customer Experience Monitor (CEM), and Raving Fan Alerts Daily
• Responsible for staffing budgets, schedule and set-ups for FOH (open to close)
• Conduct regular meetings with Front of House staff
• Analyze quarterly CEM report and diagnose areas for improvement
• Reports CEM findings at Leadership Meetings
• Track speed of service reports to determine areas for improvement
• Attends CFA, Inc. Service and Training forums
• Engage in regular best practice visits to other Restaurants in Service & Training
• Meets weekly with Executive Leadership Team as strategic partner
• Communicate operational improvement ideas to Operator/Field Consultant/corporate office
• Effective and Timely Communication to Team and Leadership
• Prepares an Annual Team Member Training and Development Budget
• Manages the budgeting and forecasting for FOH Labor and Training & Development
• Provides POS and technical leadership to team

Benchmarks & Accomplishments • Certification in all TMDP modules• Recipe for Service Training• Certification as Training Director • Create Raving Fan Strategy • HPLT

Education• BA/BS degree or higher• Microsoft Office• Microsoft Publisher or equivalent design program

Leadership Skills• Must possess leadership traits that Chick- l-A seeks in future Operators.

o character – aligns with Chick- l-A values

o chemistry – relationship builder, coaches others to perform

o competency – results oriented, systems thinker, quick study

• Servant Leader, team oriented with a passion for people and world class service• Well organized manager with excellent verbal, written and electronic communications skills