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Manager, Guest Experience, LAC

3 months ago

Miami, Florida, United States Restaurant Brands Full time

About Restaurant Brands International:

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

Job Overview:

As the Guest Experience Manager LAC, you will be responsible for advancing guest-facing technology initiatives to positively transform how Guests interact with all the RBI brands in the Latin American & Caribbean (LAC) region. Relevant projects are focused on a variety of Guest touchpoints, including but not limited to self-ordering kiosks, delivery channels, and in-restaurant features.

The ideal candidate thrives in ambiguity and brings a thoughtful approach to the implementation of solutions in quick-service restaurants (QSR), interactions with franchisees, project management, vendor relationships & management, and accelerated deployment. The ability to conceptually understand how digital & tech solutions work is imperative for success. The right candidate can operate independently while conforming to a defined strategy. Fluency in Spanish is essential for performing the day-to-day responsibilities.

The successful candidate will benefit from the opportunity to be a part of the journey to build an optimal Guest Experience for the RBI brands, harnessing technology to shape the future of how consumers see and think of QSR.

Your responsibilities:

  • Act as and owner of the strategic transformation of the Guest Experience.
  • Foster & maintain strong relationships with franchisees, vendors, and cross-functional internal stakeholders.
  • Build detailed project plans.
  • Manage projects with the purpose of facilitating measurable progress with meticulous attention to qualitative details.
  • Diligently track and analyze relevant data to understand impact and progress of projects.
  • Improve and refine deployment efforts to maximize results.
  • Develop clear presentation materials for internal and external audiences.

Your skills and experience:

  • 2+ years of experience of independently managing complex projects.
  • Fluent in English and Spanish.
  • Ability to demonstrate success in quantitative and qualitative terms.
  • Ability to develop relationships with a variety of counterparts and influence decisions.
  • Analyze data to draw conclusions and convert that into a shareable story.
  • Ability to multi-task and be flexible to evolving contexts.
  • Collaborate with cross-functional teams.
  • The highest degree of integrity, accountability and grit.
  • Advanced skills with Microsoft applications – specifically PowerPoint, Excel, & Teams. Experience with PowerBI is a plus.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.