Guest Care Associate Manager (Guest Experience) Job Listing at Panda Restaurant Group in Rosemead, CA (Job ID P1-1362262-0)

Description

Summary of Job Description:

The Guest Care Associate Manager (Guest Experience) understands and works collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience. This position is responsible for Guest data management, CRM integrations, and Guest experience reporting, analytics, and insights. The Guest Care Associate Manager conducts analyses using data from a variety of sources to produce insights and identify emerging Guest and Guest experience trends, patterns, and opportunity areas to elevate Guest experience on the local, regional, and national levels. This position also leads projects related to enhancing the process, methodology, and technology of data collection, management, and reporting of Guest experience programs. Programs include the Guest survey (GEM), mystery shopping (OSA), and reputation (Yelp, Google, etc.). The Guest Care Associate Manager serves as dedicated support to assigned Operations teams, providing consulting on Guest satisfaction progress and improvement areas to focus on, as well as, training and training materials

You'll get a chance to:

• Understand and work collaboratively with Operations and other cross-functional teams to drive and deliver on the ideal brand and restaurant experience. 
• Responsible for Guest data management, CRM integrations, and Guest experience reporting, analytics, and insights. 
• Strive to meet or exceed Guest Care team and Guest experience performance measurement goals
• Produce insights and identifies emerging Guest and Guest experience trends, patterns, and opportunities areas to elevate Guest experience on the local, regional, and national levels. 
• Analyze Guest experience metrics, Guest data, and data from a variety of sources (POS, 3rd party delivery, HR, etc.). 
• Organize and communicate findings and recommendations regarding Guest satisfaction, Guest preferences, campaigns, LTOs and menu offerings to present to Marketing and Operations teams, and leadership.
• Lead projects related to enhancing the process, methodology, and technology of data collection, management, and reporting of Guest experience programs. Programs include the Guest survey (GEM), mystery shopping (OSA), and reputation (Yelp, Google, etc.). 
• Develop insights roadmap, and maintains a body of knowledge on current and emerging guest experience insights, best practices, and processes.
• Serve as dedicated support to assigned Operations teams, reporting on Guest satisfaction progress and improvement areas as well as coaching them on (1) the Guest experience programs and goals, (2) how to use Guest experience tools to boost KPIs, and (3) the best practices and behaviors that drive highly satisfying Guest experiences. 
• Train other associates and develops training materials.
• Manage and build effective relationships with business partners.

How we reward you:

• Hybrid Work schedule
• 401K with company match
• Yearly bonus opportunity*
• Full medical, dental, and vision insurance *
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays*
• Continuous education assistance and scholarships*
• Income protection including Disability, Life and AD&D insurance*
• Bereavement leave*

*Benefits available for eligible permanent full time associates

Your background & experience:

• Bachelor's degree in Business, Business Administration, Marketing, Information Technology, Statistics or related field required 
• Minimum five years of customer service or marketing analytics experience, preferably in a retail/hospitality operations environment
• Successful completion of initial and periodically required trainings (including, but not limited to, store training, Recognizing & Preventing Sexual Harassment training, Conscious Inclusion training, and Landmark Forum, etc.) 
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Pay Range: P3: $90,000 - $126,500 / Annual

* Within the range, individual pay is determined using various factors, including work location and experience.