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Executive, Voice of the Customer

2 months ago

Rosemead, California, United States Panda Restaurant Group Full time
About the Role

The Director, Guest Care serves as the leader for Panda's Voice of the Customer (VoC) programs and has responsibility for the development and implementation of the VoC strategy across the organization.

Key Responsibilities
  • Develop and Implement VoC Strategy: Develop and implement a comprehensive VoC strategy aligned with the company's objectives.
  • Establish Goals and Metrics: Establish clear goals, metrics, and KPIs for the VoC program to measure success and drive continuous improvement.
  • Collect and Analyze Customer Feedback: Oversee the collection of customer feedback through various channels (surveys, reviews, etc.). Implement advanced analytics to derive actionable insights from customer data.
  • Communicate VoC Insights: Create and deliver regular reports and presentations to stakeholders on VoC insights and recommendations.
  • Partner with Departments: Partner with Marketing, Operations, Finance, and other departments to ensure customer insights are integrated into their strategies and initiatives.
  • Foster a Customer-Centric Culture: Foster a customer-centric culture throughout the organization by promoting the importance of customer engagement and feedback.
  • Lead the Guest Care Team: Lead the Guest Care team, overseeing a team of managers, analysts, and specialists. Selects, coaches, and provides performance feedback to associates to elevate their performance.
  • Manage the Guest Care Budget: Develop and manage the Guest Care budget, ensuring cost-effective use of resources.
Benefits
  • Hybrid Work Schedule
  • 401K with Company Match
  • Yearly Bonus Opportunity
  • Full Medical, Dental, and Vision Insurance
  • On-Site Fitness Center and Biometric Screen
  • Discounts at Panda Restaurants and Theme Parks
  • Paid Time Off and Federal Holidays
  • Continuous Education Assistance and Scholarships
  • Income Protection and Bereavement Leave