Operator Services Project Lead

Responsibilities

The Operator Services Project Lead will:

Collaborate with Lead Operators and AMDs on Tier 3 market level creative requests. Consult to Operators and RMDs when localized employer brand advisement is required. Partner with In-house Agency teams from Creative to Studio/SMP field technology for regular analysis of new employer brand resources to provide enhanced creative and further populate The Studio to better meet the needs of the field; all with the intent to best serve Operators and reduce the need for custom creative. Assist Digital Asset Management System lead on the development of Project Management tool to create seamless process for markets and restaurants to submit project and production requests and review creative as well as store all market final assets for seamless integration and optimization across future MAP projects. Coordinate with Brand Strategy and Brand Design to advise on unique brand guardrails and Visual Identity Standards (VIS) situations/opportunities. Collaborate with subject matter experts and channel owner teams across Brand Strategy, Advertising & Media (BAM) and Marketing to develop and support new employer brand initiatives. Consult with Marketing Consultants and Operations Leads to ensure unique requests are on strategy before developing custom creative solutions and proactive resources, and then equip them with information to share with Operators and markets. Partner with legal for creative review and various compliance needs - legal copy in creative, submission form copy and service agreement language. Communicate with Finance and Accounts Receivable (AR) to ensure processes for billing Fee Calculation Reports (FCRs) and MAP market accruals. Partner with Corporate Communications to create internal communications plans. Partner with HELP teams to equip and properly field questions. Partner with Digital Transformation & Technology teams as needed for tech solutions to streamline/automate process.

Each year the Operator Services Project Lead will identify growth opportunities and build new services, creative options, tools, and resources that support market and local opportunities.

The Operator Services Project Lead must be able to communicate proficiently about creative strategy, production, media specs, creative process and estimated costs by project while providing strategic knowledge and perspective of marketing activities and opportunities at a Market and Restaurant level (., giveaways, fundraising, catering, partnerships, employment brand, CFA One, day-part, on-demand platforms, multicultural). This role must stay informed on national creative - campaign calendar, visuals and consistent language – to ensure market and local creative aligns with national creative, always following proper VIS and brand guardrails.

The Operator Services Project Lead should be able to balance their expertise with accessible language and a posture that invites collaboration and a spirit of partnership among Operators and Operator groups.

This role must be able to:

Challenge while maintaining trust Provide objective analytical rationale, while recognizing subjective feedback that comes with creative Influence Operators without having a decision-making role.

The Operator Services Project Lead acts as a bridge between Operators, AMDs, RMDs, BAM, Legal, Finance and other teams across Marketing. The role is fast paced, engaging, intellectually stimulating, collaborative by design and creative in approach.

The Operator Services Project Lead will execute their role through the following key competencies:

Exercising superb communication skills Translating marketing resources, tactics, and insights into creative and production solutions Executing proficient consultation around creative trade-offs, rationale for recommendation, marketing effectiveness and tactical opportunities Being a student of marketing (internal and external) and the restaurant business Driving business results for Operators and markets Showcasing the ability to achieve results through others Being resourceful through collaboration with other teams Demonstrating a self-motivated mindset in driving results Being a quick learner, with both high workload capacity and strong results orientation Demonstrating a strong problem solver mindset that thrives in innovating process to launch more succinct streamlined solutions, yielding excellent customer service Delivering the best solutions to meet the needs of Operators and team members with a customer-first mindset Thriving in a team environment, working across internal and external teams to accomplish goals Embodying a service mindset as the Operator Services team is here to best serve Operators and the brand

Minimum Qualifications

Bachelor’s Degree in marketing, business or communications.  5-7 years of experience in marketing account management and/or project management.  Experience in restaurant, hospitality, entertainment, and/or food & beverage marketing.  A creative and analytical thinker with a strong strategic mind and a willingness to take risks. Manages deadlines and quickly adapts and re-prioritizes to deliver results. Ability to work independently with minimal direction. Ability to “think on their feet." High attention to detail. Maintains highest level of confidentiality.

Skills and Abilities: 

Rising Star: Candidates currently in dynamic positions at agencies or brands, with a track record working on complex projects. Passion: Go-getter with the relentless pursuit of excellence in a competitive, changing landscape. Influencer: Proven ability to influence groups that may start out with varied POVs, and bring those groups together around shared strategies and plans that lead to effective execution. Consultative mindset to partner with Markets and local restaurants and consult to goals of the Market, challenge when needed, and provide guidance when ideas are not on strategy. Versatile and Savvy: Enjoys the blend of being skilled at relationships, communication, analytical synthesis, innovative thinking and conflict resolution; an enthusiastic bridge builder across disciplines, groups and personalities. Prudent: Has experience with financial planning, ROI management, detailed reporting and analytical toughness. Motivation: Strong relationship building and communications skills, able to balance demanding needs while simultaneously motivating people to think strategically and creatively. Analytical: Strong analytical sensibilities, able to drive and dig into the analytics process and champion insights. People: Fits Chick-fil-A’s culture. Personable and approachable. Exhibits strong interpersonal skills that encourage team cooperation, promotes enthusiasm, and motivates relationship-building. Strategic: relentlessly searches for solutions, elements of strategy to tweak, and understands Operator and Market mindsets – finding key win-win-wins as a result. Sees the necessity and power of advertising to grow business. And adjusts and adopts new practices as needed and quickly. Versed: contains deep and confident knowledge of the marketing ecosystem, with an eye toward how the QSR industry players and other leading iconic brands are utilizing marketing tools and tactics and has a finger on the pulse of emerging trends.

Critical Behaviors: 

Excellence: Gives personal best every day; demonstrates positive attitude and confidence; sets high standards and meets self- expectations; pursues everything with energy, drive, and a need to finish; is committed to and works actively to growing and developing capabilities and capacity; seeks feedback on performance and acts upon feedback received; practices accountability. Communication Skills: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results. Creativity: Doesn’t push too hard, let’s intuition guide. Thinks across disciplinary lines; uses the insights or techniques from one discipline to take on the challenges of another. Passionately curious. Thinks and learns and practices their craft all the time. Isn’t discouraged if failure occurs again and again. Tries things that don't work. Learns from mistakes. Persistent. Making Complex Decisions: Can solve even the toughest and most complex of problems; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation.

Preferred Qualifications

7+ years of experience in account management, consulting or marketing strategy. Experience working in a quick service restaurant environment, preferably a Chick-fil-A restaurant. 

Minimum Years of Experience

5

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

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