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.

REQUIRED SKILLS AND EXPERIENCE:

• 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 in English & French) and presentation skills
• Must possess strong analytical, interpersonal and exceptional problem-solving skills in addition to being a team player
• 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, including the ability to reprioritize as needed and use their influence and relationships to drive results
• This position must pass a post-offer background check

Customer Communication 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 goal

Customer Communication 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

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 biannual 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

• Participate in new employee onboarding providing the customer perspective and in restaurant experience
• 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
• Identify and create savings opportunities through restaurant and MB operations knowledge.
• Participate in cross functional teams representing the voice of the customer
• Other projects or duties as assigned

Qualifications: