Bilingual Restaurant Experience Advisor - (Customer Relationship Manager
Location
Baie d'Urfé, QC | Canada
Job description
Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.
Position Summary:
As a Restaurant Experience Advisor, your primary responsibility will be to use your wide knowledge base and interpersonal skills to build and maintain positive relationships with both Martin Brower internal teams, your portfolio of restaurant owners and their senior management teams.
Position Responsibilities may include, but not limited to:
Customer Communication, Relations and Education
- Professionally represent Martin Brower to your restaurant and owner portfolio through positive interactions
- Execute on customer centric education platforms and schedules for both our customer and internal teams
- Escalation points for your customer portfolio to facilitate resolution through understanding and education. This is key to continued progression on Martin Brower initiatives
- Communicate significant changes in business practices, promotions, or delivery frequencies between MB internal teams and the market
- Create action plans, communication and follow up loop based on in restaurant observations
- Facilitate the smooth opening of new restaurants between construction, MB Operations and ROP
- Execute on annual restaurant interaction plan– In person, virtual and within budget. Incorporating customer and internal teams needs, focus and goals
- Organize and / or attend Ronald McDonald House Charity (RMHC) events
Data Management
- Customer Satisfaction Survey –analyze results, socialize internally, execute on action plans, and track internal teams on the same. Provide progress reports to management
- Drive customer engagement and participation
- Maintain customer data base for MB internal teams. Execute on and pivot action plans around customer interaction, engagement, cost savings, and training
- Facilitate Restaurant Experience Meetings based on data input and restaurant engagement. Driving KPI’s improvement through the measured action plans develop in these meetings
- Meeting team KPI’s and targets that drive a change in the restaurants or internal team behaviors
Internal Team support
- Collaborate with internal leadership teams to determine priority training, data gathering and observations when in restaurant
- Provide customer care training for Internal teams facilitating positive relationships with the customer
- Execute on internal team support plans inclusive of promotional operations test observations, restaurant ordering and inventory practice review
- Complete quality and delivery audits
- Identify and create savings opportunities through restaurant and MB operations knowledge.
- Participate in cross functional teams representing the voice of the customer
- DC liaison and MB support of new restaurant openings, construction projects, developing plans to coordinate efficient execution and delivery
- Other projects or duties as assigned
Required Skills and Experience:
- Proficient in English and French, verbal and written
- Post-Secondary education in business, supply chain, or a related field
- Minimum 3 years’ experience in hospitality, customer relations, supply chain or a related field
- Excellent communication (verbal & written) and presentation skills
- Must possess strong analytical, interpersonal and exceptional problem solving skills in addition to being a team player
- Demonstrated proficiency in Microsoft Office Suite
- Familiarity with Sales Force is an asset
- Ability to effectively handle internal and external customer needs in rapidly changing conditions
- Must be able to multi-task/handle multiple projects at one time
- This position must pass a post-offer background check
Physical Demands and Work Environment :
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.
Job tags
Salary
