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Summary
Customer Listening Manager
Salary Competitive salary
Schedule Full Time
Experience Minimum 3 years of experience
Location Guildford Rd, Woking GU22 7NJ, UK

Customer Listening Manager


Description

WELCOME TO KFC AND YUM!

WHO ARE KFC?

Colonel Harland Sanders opened the first KFC in Corbin, Kentucky in 1938. He started with one store, 11 herbs and spices, and an idea. From there our incredible brand and product grew to what it is today.

 

KFC first came to the UK in 1965 with our first restaurant in Preston, Lancashire. Today we are a billion-pound business with over 950 restaurants run by our 28,000 restaurant team members. Our headquarters are based at the Restaurant Support Centre (RSC) in Woking, Surrey – a 24-minute train from Waterloo.  Of the c.960 restaurants in the UK, 910 of our restaurants are owned and operated by 34 franchise partners; the remaining 51 are company owned and run.

 

We are proud to have received a number of accolades in recognition of our commitment to our employees, including being named as Britain’s Top Employer three years running. To work for KFC is to be part of one big family.  


WHO ARE ‘YUM!’?

KFC is one of the 5 brands operated by our parent company Yum! along with Pizza Hut, Taco Bell, The Habit Burger Grill and recently added Heartstyles. We are the world’s largest restaurant group with over 40,000 restaurants across the globe.

 

Yum! isn’t your average Fortune 250 company. We like to do things a little differently. From our world-famous culture of fun and recognition to our focus on your career potential.

OUR CULTURE

BREAKTHROUGH RESULTS, TEAMWORK AND RECOGNITION

We believe that our success is driven by the power of our employees working in unison with a shared set of common goals and values. We are very proud that KFC UKI is recognised as a key market not only in terms of profit and innovation but also for the talent we grow and develop for Yum!. 

We invest heavily in our people and helping them drive their personal development. As part of this we give each of our managers in the business the opportunity to go through Heartstyles. Heartstyles is a tool and strategy to measure and manage culture, building people’s self-awareness and helping them to transform their behaviours. This tool can then be used in coaching conversations you have with your team and line manager and to help build effective individual development plans.

We celebrate success every day and to us recognition is much more than just saying thank you- it is about really celebrating achievements, milestones and behaviours. One of the ways we do this is through our own personal recognition awards. 

 

As a company we take our corporate social responsibility very seriously and encourage our employees to ‘give something back’ through companywide charity efforts.

 

As an equal opportunity employer, we embrace individuality and diversity. We employ irrespective of background, age, ethnicity, colour, gender, disability, sexual or religious orientation and marital status.


MORE ABOUT THE ROLE


KFC is on a mission to transform the experience we offer our guests; we’re not just talking baby steps, but giant leaps forward over the next few years.

The first step to provide an excellent customer experience starts with listening to our customers, capturing their feedback at every touchpoint to truly understand their needs, what they love about our brand and what they prefer us do differently or improve.

So, we’re searching for a Customer Listening Lead who will champion and develop our customer listening (Voice of the Guest) programme.

The successful candidate will join the Guest Team which is currently going through a transformation to lead KFC’s mission in becoming a more customer centric organisation. The role will report into the Head of Guest.

Your objective will be to improve the quantity, quality and the breadth of the customer feedback we receive. Your main role will be leading and managing our customer survey (GES) programme. With your innovative mindset, you will evolve and improve the programme with a roadmap of new initiatives e.g. digital surveys in cooperation with our global head office and our partner. You will also think creatively, introduce and establish new customer listening tools to capture customer feedback from different sources e.g. social media and through our digital channels (web, app, kiosk) to receive representative feedback on all omni channel journeys.  

You will be working closely with a number of stakeholders across the business including the technology, operations, customer services, digital and marketing teams as well as working together with the Customer Data Analyst who is also part of the guest team to turn the customer feedback into actionable insights.

You will own and manage the relationship between KFC and our global customer listening vendor (SMG) creating a single customer listening roadmap.

We’re looking for someone who is customer obsessed, feels passionate about delivering a great customer experience and who is a great believer in understanding the needs of the customer is key in providing excellent customer experience.

KEY JOB FUNCTIONS INCLUDE:

  • Design and implement a structured customer feedback mechanism for all omni channel customer journeys.
  • Driving the CX Survey process, from initiation through to closed loop feedback
  • Manage and continuously improve the customer survey (GES) programme. Project manage new initiatives and launch these into restaurants.
  • Cooperate with omni channel marketing team to design and implement customer feedback tools into digital journeys.
  • Cooperate with Care Squad to measure the guest satisfaction during guest recovery journeys.
  • Research customer listening best practices within and out of the industry, continuously seek innovative ways of capturing customer feedback and implement best practices.
  • Implement new customer feedback tools e.g. mystery shopper.
  • Implement and track right guest satisfaction KPIs for all journeys.
  • Collaborate with Guest Data Analyst as needed to facilitate data capture and input to Voice of the Guest presentations
  • Day to day management of GES tools and platforms – user troubleshooting, inquiries from restaurants and area managers.
  • Be the SPOC for KFC Voice (Employee Feedback) programme

 

WHAT WE’D LOVE FROM YOU

EXPERIENCE

  • Minimum 5 years of experience in a customer related role such as Customer Listening, Program/Project Manager
  • A good understanding of omni channel customer experience – both digital customer journeys and in store journeys
  • Experience in managing a wide range of stakeholders and groups at all levels
  • Excellent PowerPoint and Excel skills
  • Excellent project management skills
  • Vendor management (SMG and others) skills. Previous experience with SMG products is a plus.
  • Degree educated or equivalent experience
  • Prior experience with social media and/ or digital platforms a plus
  • Prior experience in using Usabilla is a plus

ABOUT YOU

  • You have a truly customer centric mindset
  • You are a positive individual with a problem-solving mindset
  • You are interested in innovating customer listening programmes by implementing new technologies and/or applying best practices
  • You’re adept at successfully landing ideas and launching new initiatives
  • You have an understanding of legalities such as GDPR
  • You are analytical and skilled in using data to monitor performance
  • You have attention to detail
  • You have excellent verbal and written communication skills
  • You’re a collaborator, with strong interpersonal skills and you build strong close working relationships with those in your team and key stakeholders
  • You are confident working autonomously and flexibly, often to tight deadlines

 


WELCOME TO KFC AND YUM!

WHO ARE KFC?

Colonel Harland Sanders opened the first KFC in Corbin, Kentucky in 1938. He started with one store, 11 herbs and spices, and an idea. From there our incredible brand and product grew to what it is today.

 

KFC first came to the UK in 1965 with our first restaurant in Preston, Lancashire. Today we are a billion-pound business with over 950 restaurants run by our 28,000 restaurant team members. Our headquarters are based at the Restaurant Support Centre (RSC) in Woking, Surrey – a 24-minute train from Waterloo.  Of the c.960 restaurants in the UK, 910 of our restaurants are owned and operated by 34 franchise partners; the remaining 51 are company owned and run.

 

We are proud to have received a number of accolades in recognition of our commitment to our employees, including being named as Britain’s Top Employer three years running. To work for KFC is to be part of one big family.  


WHO ARE ‘YUM!’?

KFC is one of the 5 brands operated by our parent company Yum! along with Pizza Hut, Taco Bell, The Habit Burger Grill and recently added Heartstyles. We are the world’s largest restaurant group with over 40,000 restaurants across the globe.

 

Yum! isn’t your average Fortune 250 company. We like to do things a little differently. From our world-famous culture of fun and recognition to our focus on your career potential.

OUR CULTURE

BREAKTHROUGH RESULTS, TEAMWORK AND RECOGNITION

We believe that our success is driven by the power of our employees working in unison with a shared set of common goals and values. We are very proud that KFC UKI is recognised as a key market not only in terms of profit and innovation but also for the talent we grow and develop for Yum!. 

We invest heavily in our people and helping them drive their personal development. As part of this we give each of our managers in the business the opportunity to go through Heartstyles. Heartstyles is a tool and strategy to measure and manage culture, building people’s self-awareness and helping them to transform their behaviours. This tool can then be used in coaching conversations you have with your team and line manager and to help build effective individual development plans.

We celebrate success every day and to us recognition is much more than just saying thank you- it is about really celebrating achievements, milestones and behaviours. One of the ways we do this is through our own personal recognition awards. 

 

As a company we take our corporate social responsibility very seriously and encourage our employees to ‘give something back’ through companywide charity efforts.

 

As an equal opportunity employer, we embrace individuality and diversity. We employ irrespective of background, age, ethnicity, colour, gender, disability, sexual or religious orientation and marital status.


MORE ABOUT THE ROLE


KFC is on a mission to transform the experience we offer our guests; we’re not just talking baby steps, but giant leaps forward over the next few years.

The first step to provide an excellent customer experience starts with listening to our customers, capturing their feedback at every touchpoint to truly understand their needs, what they love about our brand and what they prefer us do differently or improve.

So, we’re searching for a Customer Listening Lead who will champion and develop our customer listening (Voice of the Guest) programme.

The successful candidate will join the Guest Team which is currently going through a transformation to lead KFC’s mission in becoming a more customer centric organisation. The role will report into the Head of Guest.

Your objective will be to improve the quantity, quality and the breadth of the customer feedback we receive. Your main role will be leading and managing our customer survey (GES) programme. With your innovative mindset, you will evolve and improve the programme with a roadmap of new initiatives e.g. digital surveys in cooperation with our global head office and our partner. You will also think creatively, introduce and establish new customer listening tools to capture customer feedback from different sources e.g. social media and through our digital channels (web, app, kiosk) to receive representative feedback on all omni channel journeys.  

You will be working closely with a number of stakeholders across the business including the technology, operations, customer services, digital and marketing teams as well as working together with the Customer Data Analyst who is also part of the guest team to turn the customer feedback into actionable insights.

You will own and manage the relationship between KFC and our global customer listening vendor (SMG) creating a single customer listening roadmap.

We’re looking for someone who is customer obsessed, feels passionate about delivering a great customer experience and who is a great believer in understanding the needs of the customer is key in providing excellent customer experience.

KEY JOB FUNCTIONS INCLUDE:

  • Design and implement a structured customer feedback mechanism for all omni channel customer journeys.
  • Driving the CX Survey process, from initiation through to closed loop feedback
  • Manage and continuously improve the customer survey (GES) programme. Project manage new initiatives and launch these into restaurants.
  • Cooperate with omni channel marketing team to design and implement customer feedback tools into digital journeys.
  • Cooperate with Care Squad to measure the guest satisfaction during guest recovery journeys.
  • Research customer listening best practices within and out of the industry, continuously seek innovative ways of capturing customer feedback and implement best practices.
  • Implement new customer feedback tools e.g. mystery shopper.
  • Implement and track right guest satisfaction KPIs for all journeys.
  • Collaborate with Guest Data Analyst as needed to facilitate data capture and input to Voice of the Guest presentations
  • Day to day management of GES tools and platforms – user troubleshooting, inquiries from restaurants and area managers.
  • Be the SPOC for KFC Voice (Employee Feedback) programme

 

WHAT WE’D LOVE FROM YOU

EXPERIENCE

  • Minimum 5 years of experience in a customer related role such as Customer Listening, Program/Project Manager
  • A good understanding of omni channel customer experience – both digital customer journeys and in store journeys
  • Experience in managing a wide range of stakeholders and groups at all levels
  • Excellent PowerPoint and Excel skills
  • Excellent project management skills
  • Vendor management (SMG and others) skills. Previous experience with SMG products is a plus.
  • Degree educated or equivalent experience
  • Prior experience with social media and/ or digital platforms a plus
  • Prior experience in using Usabilla is a plus

ABOUT YOU

  • You have a truly customer centric mindset
  • You are a positive individual with a problem-solving mindset
  • You are interested in innovating customer listening programmes by implementing new technologies and/or applying best practices
  • You’re adept at successfully landing ideas and launching new initiatives
  • You have an understanding of legalities such as GDPR
  • You are analytical and skilled in using data to monitor performance
  • You have attention to detail
  • You have excellent verbal and written communication skills
  • You’re a collaborator, with strong interpersonal skills and you build strong close working relationships with those in your team and key stakeholders
  • You are confident working autonomously and flexibly, often to tight deadlines

 



Details
Salary Competitive salary
Schedule Full Time
Experience Minimum 3 years of experience
Location Guildford Rd, Woking GU22 7NJ, UK

Skills
Microsoft Office
By applying you confirm you have these skills.

expired job post

Guildford Rd, Woking GU22 7NJ, UK