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Sr. Manager Guest Relations

2 months ago

Lebanon, United States Cracker Barrel Full time
WHY CRACKER BARREL

What is it like to work at Cracker Barrel? It feels like...
  • Care beyond the table - At Cracker Barrel, we are a team. From the moment you join Cracker Barrel, you should feel cared for, confident in your role and like you belong.
  • Opportunities to fill your cup - Here at Cracker Barrel, we believe in providing opportunities for growth and development and setting you up for success within our walls and beyond. From day one, you'll have hands-on, role-specific training and the ability to engage in peer-to-peer learning.
  • A warm welcome - For five decades, we have focused on creating a Pleasing People® brand that inspires a "home away from home" feeling for each other and our guests. We work hard to inspire a sense of belonging that continually motivates our teams - from the newest to the most tenured employees.
Serving up the care - and career - you crave.

WHAT YOU'LL DO
Manages the guest relations department and call center function. Manages customer service teams (12-15 reps/temps) to ensure our employees are living our mission by driving guest satisfaction and advocating for the guest. Sets Guest Relations team goals and metrics to drive efficient and effective ticket management across multiple channels (phone, email, web portal, chat). Develops vision and executes projects to improve team productivity, including the improving technology/tools, adjusting team structure, and determining best deployment to achieve goals. Fosters relationships with the team to improve skill sets and continually trains staff on guest service "best practices". Builds and maintains key relationships across functions (ER, Ops, IT, Risk Management) to ensure that guest issues are appropriately addressed across departments.

Directs and leads the Guest Relations staff. Handles scheduling and deployment of Guest Relations team to ensure timely responses to all inquiries, complaints, and product issues within 3 business days to improve guest retention. Develops policies and procedures for addressing guest complaints and issues. Works with others to develop initiatives aimed at correcting identified/recurring issues and problems. Demonstrates and encourages from others a continuous improvement thinking process. Establishes process for pulling and analyzing Guest Relations data. Develops tracking and adhoc reports for departments across the organization to influence business decisions and drive operational efficiencies. Keeps team informed of any enhancements to Cracker Barrel such as the introduction of new menu items or curbside pick-up being tested or offered system wide. Monitors guest reactions after rollout of a new menu, product, or initiative to provide any feedback received on new products or services. Researches and resolves extreme, unusual, or sensitive issues. Escalates issues that need further attention and follow up within other departments (ER, Ops, Risk Management). Reviews and develops work processes, procedures, and systems. Creates and documents CRM systems and processes for consistent execution of Guest Relations responsibilities and facilitates the building out of the CRM tool to harness all the functionality. Evaluates technology enhancements aimed at improving departmental efficiency and effectiveness. Leads projects to enhance technology and tools to enable the team to improve response levels and response times. Partners cross-functionally with other teams (e.g., Operations, Product Development, Maintenance, Merchandise Buying/Planning, Communications, Marketing) to facilitate a positive guest experience journey resolution. Develops, tracks, and reports key service performance measurements. Develops, recommends and implements approved process and/or operational improvements. Identifies ways to improve current systems to provide better guest service. Provides continuous training for the Guest Relations team to improve efficiency. Ensures that team is able to leverage new tools (e.g. web portal, guest self-service, chat) to increase responsiveness to guest issues. Represents Guest Relations and advocates for guests as a member of key teams including Crisis/Sensitive Topics team, Loyalty program team.

WHAT YOU'LL NEED

Experience and Education

•Bachelor's degree in communications, business, marketing or related field. Minimum 8 years customer service-related experience with 5+ years management experience; or equivalent combination of education and experience.

Knowledge and Skills

•Solid business judgment and excellent written and oral communication.

•Must be organized, proactive and possess strong sense of urgency.

•Strong leadership and coaching ability to support Guest Relations team.

•Strong interpersonal skills.

•Track record of collaboration across functions.

•Long-term Continuous improvement mindset

•Ability to leverage organizational resources to improve tools, technology, team performance

•Independent decision maker

•Proficient in Microsoft Office Suite.

•Good analytical skills.

WHAT'S IN IT FOR YOU
  • Compensation and Bonuses: Competitive Annual Salary | Annual Bonus Opportunities
  • Care for Your Well-being: Medical, Rx, Dental and Vision Benefits on Day 1| Life Insurance and Disability Coverage | Paid Vacation/Employee Assistance Program
  • Growth and Development: Business Resource Groups | Tuition Reimbursement | Professional Development
  • Invest in Your Future: 401k Plan with Company Matching Contributions at 90 days | Employee Stock Purchase Program
  • Even More to Look Forward to: 35% Discount on Cracker Barrel Food and Retail items


ABOUT US

For more than 50 years, we have committed to serving up a sense of warmth and hospitality across hundreds of stores across the country. We believe in providing opportunities for growth and development for our 70,000 plus team members and take pride and comfort in that enduring Cracker Barrel hospitality. It's something our employees and guests can count on now and into the future as we welcome new employees, guests, and experiences. Just like uncovering a delightful find in our stores, there is potential for discovery and fulfillment in every job at Cracker Barrel.

PURSUE THE CAREER YOU CRAVE-APPLY NOW

Cracker Barrel is an equal opportunity employer.

Qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law.