Restaurant Experience Advisor (Bilingual)

Position Summary:

As a Bilingual Restaurant Experience Advisor, you will use your knowledge of Martin Brower and our customer, along with your interpersonal skills, to build positive relationships with internal teams, restaurant owners, and their management. This strong customer foundation nurtures trust, enabling Martin Brower to innovate and discover new growth opportunities.

Position Responsibilities may include, but not limited to:
 
Customer Communication and Education

• Represent Martin Brower positively to your portfolio of restaurant owners through professional interactions
• Educate customers on policies, processes, and new initiatives or technologies
• Serve as the primary escalation point for resolving customer issues through understanding and education
• Communicate significant changes in business practices and promotions to internal teams and the market
• Develop action plans and communication loops based on in-restaurant observations
• Act as the key contact during new restaurant openings, construction projects, and closures, coordinating with McDonald’s Construction teams, the customer and Martin Brower internal teams for flawless execution
• Implement an annual restaurant interaction plan, including in-person and virtual engagements while staying within budget
• Collaborate with the Ronald McDonalds Houses in area to facilitate Martin Brower engagement through participation in volunteer opportunities
• Act as the liaison between the Ronald McDonalds Houses and Martin Brower for any product concern

Data Management

• Analyze bi-annual Customer Satisfaction Survey results, share findings internally and with customers, work with internal teams to develop action plans, and track progress for management reporting
• Maintain the customer databases for internal teams through. Review data and adjust action plans based on this data
• Facilitate Restaurant Experience Meetings to drive KPI improvements based on data and restaurant engagement
• Achieve team KPIs that influence changes in restaurant and internal team behaviours

Internal Team support

• Participate in new employee onboarding to offer customer perspectives and restaurant insights
• Collaborate with leadership to prioritize training and observations in restaurants
• Provide customer care training for internal teams to foster positive relationships
• Offer insights and recommendations to enhance KPI performance for both Martin Brower and customers.
• Serve as the customer liaison for pilot programs, managing communication and change management based on field observations
• Identify savings opportunities through knowledge of restaurant and Martin Brower operations
• Partner with distribution center leadership and routing teams to optimize delivery schedules and communicate effectively with restaurant managers to obtain buy in
• Ongoing support and to optimize routes and create savings through customer influence
• Support operations through delivery audits and on-site visits, conflict resolution and investigation. Provide feedback and recommendations.
• Represent the voice of the customer in cross-functional teams
• Other projects and duties as assigned