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