July 14, 2024



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Job Category : Digital marketing
Company Name: Restaurant Brands International
Position Name: Manager, Restaurant Digital Customer Experience, Popeyes
Location : Miami, FL
Job Description : About Restaurant Brands International:

Restaurant Brands International Inc. is one of the world’s largest quick service restaurant companies with more than $35 billion in annual system-wide sales and over 28,000 restaurants in more than 100 countries. RBI owns four of the world’s most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
We are looking for team players that show a yearning to improve not only our business, but themselves. With meritocracy is at the forefront of our company’s culture, we live and breathe a performance-driven environment where hard work and results speak for themselves. Top performers are rewarded for what they achieve, and with success, you can accelerate your career as quickly as your talent will allow.

Job Title: Manager, Restaurant Digital Customer Experience, Popeyes

Function: Digital Marketing

Location: Miami, FL

Job Overview:

Popeyes is in the midst of an exciting digital transformation. With the fast-emerging digital environment and our guests expecting more from us every day, this team is focused on innovation across the customer journey in and outside our restaurants, identifying the most meaningful opportunities for our guests, and developing capabilities to bring them to life. We do this in partnership with our Consumer Tech teams and markets around the world.

The Digital Marketing team’s mission is to advance the Popeyes brand by deepening our position in our core markets, strengthening customer engagement and enhancing paths to purchase by delivering exceptional digital experiences. Within the Digital Marketing team, the Digital Restaurant Experience position, will be responsible for building an industry leading customer experience within the Popeyes Restaurant. You will be the voice of the physical customer experience throughout the organization and closely partner with Product, Technology and others to ideate, build and deliver best-in-class experiences throughout the customer journey. You are a seasoned leader with experience orchestrating thoughtful, data-driven digital experiences that drive brand awareness, accelerate purchase decisions, deliver innovative experiences that keep the customer experience top of mind and drive satisfaction and sales.

Reporting to the Sr. Manager, Restaurant Digital Customer Experience, you will play a critical role moving Popeyes forward on our journey to deliver exceptional omnichannel integrated experiences to the delight chicken lovers everywhere.

If you have a proven track record of using data and technology to build best in class customer experiences in QSR or fast casual dining, we want to hear from you.

Key Responsibilities:

Drive forward and define a roadmap for the millions of customers who interact with our digital menu boards to meet business goals, improve user experiences, drive KPIs and achieve technical wins.
Lead visual excellence with a strategic and keen eye for visual design elements that will strengthen our customer experiences and translation of our brand into our experiences
Serve as a key steward for our design system that enables faster speed to market with high quality UI
Define, build, and own processes for executing best in class customer experiences in Popeyes restaurants through our digital menu boards
Develop strategy, roadmap, and execution of customer personalization programs within our in-house recommendation engine
Drive a culture of constant testing, analysis, and learning to discover new and innovative ways to grow revenue and scale customer experience/personalization efforts within stores.
Build roadmap to integrate our Popeyes Loyalty program within our digital menu boards through guest authentication
Leverage data to inform experimentation and innovative ideas to develop industry leading experiences for Popeyes guests.
Support operations and franchisees in developing new ideas to improve the speed at which customers are served via drive thru and in the restaurant.
Troubleshoot and develop innovative methods to gather customer feedback on predominant sticking points facing our customers to inform future roadmaps, product enhancements, and process improvement within restaurants.
Work cross functionally to integrate digital customer touchpoints (app, website, email, etc) and Popeyes Loyalty program with communications instore via digital menus, kiosks, and any other innovative concepts that can enhance the physical guest experience.

Required Skills:

Bachelor’s and/or Master’s degree
3-5+ years of work with QSR or fast casual being highly preferred
2-4 years UX and/or visual design for products, digital signage and menu boards are highly preferred
Building customer experiences in the QSR or fast casual dining space.
Subject matter expertise developing personalization programs and managing product development through the lens of the digital customer experience (digital menu boards)
Ability to analyze and interpret information, identify issues and their causes, and use good judgment in making decisions to resolve issues
Ability to complete multiple projects simultaneously in a work environment that demands flexibility, adaptability and ambiguity
Ability to work cross-functionally between Marketing, Operations, Technology, Supply Chain, and Restaurant Owners
Data focused and fast decision maker. Relentless driver of rapid iteration, always considering the user experience
Ability to operate effectively in both tactical and strategic capacities – You can comfortably adjust your altitude and roll-up your sleeves as needed
Effective communicator, both written, verbal and through presentations. Articulates concepts in a clear, structured and succinct manner, adjusted for the audience
Extremely accountable to driving the right outcome – even if it goes beyond their role and scope
Results-driven with bias for action and commitment to excellence. Acts with a sense of urgency

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI’s policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.


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