Customer Experience Manager

2 weeks ago

Manila, National Capital Region, Philippines Jollibee Group Full time

The Customer Experience Manager is responsible to integrate and formulate processes that deliver effective service systems in store channels, counter and dining area which provide an omni-channel customer experience. Provide innovative solutions by adapting technology to achieve higher level of systems excellence and store efficiency. He/she also provide strong leadership to manage the section/or unit effectively. The position also requires strong partnership with cross functional group, strong communication and influence skills in driving projects and achiever its business objectives.

  • Leads in developing continuous improvement programs of both new and existing customer experience service systems, tools & processes by constant store visits/contextual interviews, systems data validation, feedback system and competitive check/analysis which will drive all down to operating cost improvement.
  • Reviews and endorses project proposals for final approval of Leadership Team to ensure accuracy of information, financial feasibility, capacity fit, and alignment to the organization's business directions.
  • Effectively manages key projects by following project management processes from exploration to post-evaluation, be able to work with a team or work groups and demonstrate effective communication and integration skills for each of the project assignments.
  • Communicates directions from the Restaurant Systems and Jollibee Philippines Leadership Team to the unit. Ensure effective execution of the direction and its required task in a timely manner.
  • Facilitates a healthy and effective feedback culture for the unit, department and cross functional teams.
  • Leads the section/ or unit in developing customer experience management tools and processes that integrates in cross functional requirements in order to drive strategic business decision.
  • Supports business case review and situational crisis through problem-solution analysis, fact finding techniques and scenario planning that will drive structured business decision process.
  • Conducts comprehensive project feasibility study on each of the business initiatives driven by RS organization. The feasibility should include key area such as: business objectives, solution alternatives, capitalization investment, cost & benefit analysis, threats/opportunities, scenario review, technical capabilities/feasibility, operations feasibility, marketing feasibility, and environment feasibility.
  • Plans and develops short-term and long-term programs to improve over-all customer experience service delivery in all channels, counter and dining area.
  • Integrates, synthesizes, and endorses recommended improvement/s on standards, policies and guidelines of all facets of service processes and systems that affect overall speed and quality of service to customers (queuing and attending time, order taking, cashiering and assembly time, FST and Customer Turn around.
  • Validates impact of customer flow and production capability to the accomplishment of speed of service targets and leads in creating action plans to resolve the concern.
  • Spearheads coordination with other Restaurant Systems units and outside partners to address concerns to ensure achievement of high service levels.
  • Reviews and endorses standard operating procedures for counter - dining and take out counter personnel, dining and other transaction types which will ensure customer satisfaction.
  • Approve implementation guidelines of the service systems developed. This will include layouts, drawings and specifications, operating procedures, etc.
  • Provides technical expertise to support groups and stores in ensuring that Alagang Jollibee standards are implemented and met.
  • Synthesizes identified issues in service survey and leads in monitoring creation of action plans to address gaps.
  • Conducts regular store visits to check for consistencies and deviations of stores from Alagang Jollibee standards.
  • Identifies systems-related systemic gaps in Alagang Jollibee and recommends action plans to address these.
  • Keeps abreast on the latest trends on customer service and experience delivery of the industry and related service industries to continuously explore areas for system-wide improvements.
  • Coordinates with partners within and outside the division in ensuring that store facilities and furniture are up-to date.
  • Co-designs, reviews, and recommends guidelines and policies for the upkeep and refurbishment of store facilities and furniture in support of Alagang Jollibee standards.

JOB QUALIFICATIONS

  • Graduate ofBS Industrial Engineering or any related courses.
  • Has at least 8 years ofrelevant working experience.
  • Knowledgeable in Food Service Operations and has experience in a supervisory/managerial position (at least 5 years).
  • Possesses effective and efficient written and verbal communication skills.
  • Can effectively solvelarge, complex problems; uses structured problem-solving methods successfully.
  • Willing to be assigned in Ortigas, Pasig City (hybrid set-up).

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