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JOB OVERVIEW:

The Guest & Employee Experience Associate Manager is responsible for running the day-to-day execution of the Guest Satisfaction Survey for several Darden brands and serve as an expert about what drives satisfaction and loyalty. The Associate Manager will leverage a wide variety of research skills, including research design, data analysis, and interpretation of findings with the guidance of a supervisor. The Associate Manager will seek to understand the guest and employees, and serve as an expert on what drives their dining experience, leveraging their knowledge to make proactive contributions by identifying opportunities for improvement or the need for additional research.


ROLES & RESPONSIBILITITIES:

-Supports restaurant operations by responding to inquiries and providing relevant information or guidance on how to improve the guest and employee experience

-Monitors and reports results of Guest Satisfaction Survey (GSS) and employee engagement surveys; ensures data integrity; performs routine maintenance of program

-Executes guest and employee experience research; sets objectives; plans and manages guest research studies with guidance from a supervisor; manages ad-hoc research requests to gather data and/or insights

-Interprets results from quantitate analysis; translates findings into key insights and learning points

-Classifies and interprets qualitative responses, highlighting actionable insights

-Summarizes data, prepares study findings and provides actionable, timely, proactive, and meaningful guest and employee insights to internal clients and management

-Creates and updates training materials for restaurant managers and leaders; provides GSS program orientation to operation leaders

-Applies an understanding and knowledge of guests, market, and industry trends to work activities

-Supports others in the integration of findings from multiple studies and sources of research to present a complete picture including leveraging guest relations and other resources; coordinates and performs tasks to monitor and analyze key brand performance metrics

-Aids in the management of research vendor partners and building research agency relationships

-Assists others in the management of interviews, focus groups, and testing for guest and employee experience studies

-Assists in employee engagement survey program implementation and reporting

-Supports individual and team performance through actions demonstrating strong team orientation

-Develops and nurtures relationships with other Restaurant Support Center teams to remain informed of initiatives and disseminate applicable guest and employee feedback

-Supports others in managing resources, tasks, contracts, scope, and budgets for projects; supports others in budgeting, contract agreements, and invoice payment for vendor-related work


REQUIRED TECHNICAL SKILLS:

-Demonstrates the capability to design and manage research studies

-Demonstrates the capability to translate data into insight

-Demonstrates the capability to achieve desired outcomes on time and within budget through the application of project management principles and techniques


Leadership Competencies

-Acts with Character and Integrity: Lives the Darden Values; is truthful and forthright with self and others; aligns words and actions; understands and refuses to cross ethical boundaries even when unpopular; works for the common good, not for personal gain

-Values and Respects Diversity: Makes it a personal priority to embrace and leverage diversity and inclusion; values diverse viewpoints; demonstrates cultural competence

-Communicates effectively and with Candor: Engages in open, honest, and candid conversations with one another; accurately and concisely conveys key points and main messages across different settings and audiences

-Knows and Champions the Guest/Employee: Seeks to understand the guest and his/her dining experience; considers business decisions from the perspective of the guest and employee; brings the voice of the guest and employee “to the table;” is dedicated to meeting the expectations and needs of guests and employees; maintains a culture of hospitality and service excellence

-Supports Innovation and Change: Generates, supports and remains open to new ideas


EDUCATION & EXPERIENCE:

-Bachelor’s Degree (business, consumer research, marketing or related field) required; Advanced degree preferred

-3+ years data analytics or market research experience; preferably in hospitality, retail, consumer packaged goods or agency

-Familiarity with statistical concepts commonly used in market research

-Strong attention to detail with ability to notice trends, patterns and anomalies in data

-Excellent interpersonal and communication skills (oral and written); strong customer service orientation

-Advanced Microsoft Excel skills

-Working knowledge of Microsoft Word and PowerPoint; capable of learning new software systems quickly

-Passion for food and hospitality