Customer Listening Manager

WELCOME TO KFC

Welcome to Kentucky Fried Chicken. Our world famous chicken restaurant brand all started with one cook, Colonel Harland Sanders, who created a finger lickin’ good recipe more than 75 years ago, a list of secret herbs and spices scratched out on the back of the door to his kitchen. He started travelling by car to different restaurants and cooked his fried chicken on the spot for restaurant owners. He did this at the age of 65. If the owner liked the chicken, they would enter into a handshake agreement to sell the Colonel’s chicken. Legend has it that Colonel Sanders heard 1009 “No’s” before he heard his first yes. The Colonel’s story still inspires us today. It reminds us how grit, perseverance, dedication and ambition along with hard work can create success; regardless of your age or where you come from.

Our purpose as an employer is to empower our people to find their own secret recipe in life too.

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

What we can offer you...

Rewards, Progression and LOTS of Recognition!

A career with KFC offers much more than just fantastic earning potential. We reward achievement with amazing incentives and benefits, including:

• A great work-life balance with a 35hour working week and Summer Fridays
• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Private healthcare with the option to increase to include family cover and extra dental cover
• Annual holiday allowance starts at 25 days with the option to buy or sell up to 3 extra days per year, and increasing up to 30 days based on length of service
• Coaching, Training and Support on many soft and technical skills
• Competitive maternity leave and flexible return to work options
• International career opportunities across Yum!
• Pick n Mix Benefits, options include gym membership, health screening and travel insurance.

KFC can be a sociable company if that’s your thing, and we strive to incorporate our company value of fun whenever we can from payday drinks to weekly sports clubs; there's extensive wellness and mental health support with Sanctus Training and yoga classes so you can choose how little or how much you get involved.

WELCOME TO KFC

Welcome to Kentucky Fried Chicken. Our world famous chicken restaurant brand all started with one cook, Colonel Harland Sanders, who created a finger lickin’ good recipe more than 75 years ago, a list of secret herbs and spices scratched out on the back of the door to his kitchen. He started travelling by car to different restaurants and cooked his fried chicken on the spot for restaurant owners. He did this at the age of 65. If the owner liked the chicken, they would enter into a handshake agreement to sell the Colonel’s chicken. Legend has it that Colonel Sanders heard 1009 “No’s” before he heard his first yes. The Colonel’s story still inspires us today. It reminds us how grit, perseverance, dedication and ambition along with hard work can create success; regardless of your age or where you come from.

Our purpose as an employer is to empower our people to find their own secret recipe in life too.

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

What we can offer you...

Rewards, Progression and LOTS of Recognition!

A career with KFC offers much more than just fantastic earning potential. We reward achievement with amazing incentives and benefits, including:

• A great work-life balance with a 35hour working week and Summer Fridays
• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Private healthcare with the option to increase to include family cover and extra dental cover
• Annual holiday allowance starts at 25 days with the option to buy or sell up to 3 extra days per year, and increasing up to 30 days based on length of service
• Coaching, Training and Support on many soft and technical skills
• Competitive maternity leave and flexible return to work options
• International career opportunities across Yum!
• Pick n Mix Benefits, options include gym membership, health screening and travel insurance.

KFC can be a sociable company if that’s your thing, and we strive to incorporate our company value of fun whenever we can from payday drinks to weekly sports clubs; there's extensive wellness and mental health support with Sanctus Training and yoga classes so you can choose how little or how much you get involved.