Job Description

Jubilant FoodWorks is in a sweet spot of hyper growth. Its entry into coffee, donuts & ready to eat segments which have high frequency & likeability provides Dunkin' an opportunity to be the one of the growing national brands. JFL has ambition to make Dunkin' most loved coffee brand, which serves best Donuts and is a destination for millennials.

Key responsibilities

- Lead the Net Promoter Score for the Brand with insights derived from the feedback of customers with Operations and Marketing. Strive to deliver most amazing guest experience in store with right interventions & tracking

- Should have a thorough knowledge of customer journey in service sector / QSR industry, various touchpoints of interaction with the customer & own Brand Admin.

- Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.

- End to End Customer issue management and resolution. Identify lapsers, Potential reasons for churn at restaurant & product level & take ownership and ensure Guest win-back.

- Communicate Social media reports from the vendor to the teams, and the impact of social media on the brand.

- Training need intervention - Should have a knack of data driven insights and give inputs for Store intervention & periodic developments.

- Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.

- Partner Management - reviewing performance, contract management, invoice processing.

- Concern Management - Owns the concern process - from end-to-end perspective. Close the loop for each case by coordinating with Regional team/Corporate team & Customer.

- Guest Services projects - Ensure that Guest services projects are implemented and executed on ground with maximum impact. Previous exposure to Digital led enablement and tech release done will be an added advantage.

Other Interpersonal Abilities

- Accountability and ownership - a critical aptitude required to succeed in this role.

- Agility & quick thinking - someone who knows how to respond (not react) to high and demanding environment.

- Analytical skills & the ability to deduce learning from every exception taken to improve the process. Great at multi-tasking, stakeholder management, acts as Voice of customer within organisation.

Qualification & Experience

- 7-9 years in operational and training excellence. Last 3-4 years in managing customers relationships.

- Good qualification is a major advantage and MBA from top 20 B-school is a plus

- Passionate about brands delivering great service and a commitment towards this, a person will be super successful in the role

- High on analytics and can use data to drive insight for decision making

- Experience - 5-6 years in Customer Experience role at a Managerial Level, Complaint Handling/ Management exp. in B2C setup. Preferably from QSR, Telecom or BFSI background

About Jubilant Foodworks

Jubilant FoodWorks Ltd. is India's leading QSR company. The QSR industry is at an inflexion point of hyper growth, with consumerism growing, urbanization and supply gap of high quality/ hygienic branded food supply and low frequency of consumption, there is a long highway for hyper growth in QSR's industry.

JFL is well poised to achieve this as it has unparalleled experience in Indian QSR/ Food service sector and has a portfolio of brands which straddle amongst the top 7 cuisines which consumer love in India. It is the master franchisee for Domino's Pizza and Dunkin' in South Asia & expanding its footprint into large categories like Coffee & Donuts, Chinese / Fried chicken and Biryani with brands like Dunkin', Hong's Kitchen, Popeye's and Ekdum. It's by far the largest organized QSR business in India, which is investing big time on revamping its digital agenda and is truly a brand which thrives on new ways of brand building. Hence, JFL is at a sweet spot of building consumer brands, enabled digitally across the value chain.