Description:

The Customer Experience Manager will focus on understanding Sonic guests’ experience -- discovering guest needs and crafting interactions that drive desired outcomes to satisfy those needs. You will incorporate various touch points across several mediums to build scalable interactions that exceed guest expectations. You will identify guest pain points, root causes of problems, and solutions to address challenges. You will work cross functionally with various teams including; operations and marketing teams to map out and implement a guest journey that improves and increases guest loyalty. Supervisory Responsibilities: This job has no supervisory responsibilities Essential Functions: • Strategic leadership and direction of the Sonic-dedicated CSR team with accountability for quality service and operational excellence. Includes developing new and/or streamlining processes and systems, developing scripts, standards of performance, knowledge base system, and training for all lead sources. • Manage all aspects of Guest Satisfaction Program including (but not limited to): ensuring adequate customer responses, POS set up, research design methodologies, and data interpretation/analysis. Includes staying informed of relevant research/analysis and best-in-class guest experience methods • Daily, Weekly, and Monthly Reporting Management of Guest Experience KPIs to ensure “voice of guest” is effectively measured using FanTrak, social media tools, and additional data sources • Lead project teams and collaborate cross-functionally to address business questions using data analysis to convey insights and recommend actions that align with business strategy • Additional ad hoc projects and other duties as assigned

Requirements:

Education and Work Experience Required: • BA/BS in Marketing, Business Administration, Statistics, Social Science, or related field • 5 – 7 years’ experience in Guest Experience / Guest Insights Research for a retail and/or brand focused on elevating and redefining guest experience • Experience in program management and holding vendors accountable to the needs of the organization • Knowledge of CX tools and willingness to learn new platforms • Experience with strategic decision making based on data from disparate sources • Working knowledge of call center and survey methodologies Preferred: • Advanced degree in a Business or Science related field • Strong working knowledge of analytics and tools such as Tableau, SSMS, AWS and reporting tools • Strong work ethic and desire to learn and grow with the business

Additional Info:

Knowledge, Skills, and Abilities: • Advanced working knowledge of MS Office tools • Ability to put yourself in the guest’s shoes and understand their needs and how to best address them • Ability to create compelling stories based on research and data to improve the guest experience Physical Demands: While performing the duties of this job, the employee is regularly required to communicate clearly, move, and remain in a stationary position. The employee must occasionally transport and/or move up to 25 pounds. The employee must regularly be able to detect, perceive, identify, recognize, judge, inspect, estimate, observe, and assess items, information, and objects in an office setting. Work Environment: The noise level in the work environment is usually moderate. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job as required under applicable law.