Customer Engagement Manager
1 month ago
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Overall Purpose of the Role: As a member of the RA team, the role holder will be responsible for the planning, coordination, and delivery of various activities and initiatives that are designed to drive awareness, participation, and customer satisfaction across our restaurants and event spaces. This will involve collaborating with client representatives and the central team to implement seasonal promotions, new offer launches, and sustainability and wellbeing initiatives. The role holder will also be responsible for planning and executing street food pop-ups, guest chef events, and supplier sampling to increase participation, spend, and satisfaction. Additionally, they will coordinate team engagement and events to maximize opportunities and ensure effective use of digital screens and social media channels to share key messages and promote site-based initiatives. Finally, they will lead the approach to customer feedback, ensuring that we are listening effectively to customers and using their feedback to improve the customer experience.
Seasonal Activity Calendar - Delivery of central initiatives to drive awareness and participation in our restaurants and event spaces – scheduling, planning and delivering involving the entire RA team but also cooperate with Client Reps’ initiatives.
Promotions - Implementation of seasonal promotions such as new products and price down promotions with any identified local promotions to be submitted to the correct departments
Sustainability & Wellbeing - Execution of key sustainability and health and wellbeing initiatives. To drive completion of our Compass Net Zero Program (environmental toolkit)
Pop Ups - Planning and execution of street food pop ups (centrally developed and 3rd party high street pop ups), guest chefs & supplier sampling to maximise participation, spend and satisfaction
New Offer Launches - Support and communicate with the launch of new dishes to the offer raising awareness with sampling activity
Team engagement/ Events - Co-ordination of activity to maximise opportunity of events & key dates, Marsh-specific events including external events (e.g. Dragon Dancing, masterclasses, social clubs)
Digital & social media - Management of digital screens and social medias across the client base to share key messages provided by the central team and site-based initiatives
Feedback mechanics, forums and focus groups - Will lead the approach to customer feedback, ensuring that we are listening effectively to customers and bringing together all feedback to ensure the customer voice informs a great a customer experience
EssentialEngaging and confident
Approachable
High numeric and analytical skills
Strong organisational skills
Excellent verbal and written communication skills
Use of all social media channels to aid communications
Ability to analyse and evaluate information
Demonstrates Compass values and recognition principles
Knowledge of how to use design systems such as Canva
Knowledge of process and planning tools e.g. Hootsuite
Commercially focussed with ability to measure impact and results
Approach to analysis of work problems and opportunities that allows commercially sound judgements to be made on time
Ability to quickly gain credibility with key stakeholder groups
An approach to negotiating and building co-operation that supports organisational goals
Desirable Marketing or Communications based degree
High standards and quality driven
A ‘can do’ attitude
About UsRestaurant Associates provides brilliant hospitality through our food, drink and services. We work with our partners and collaborate with our clients to achieve great things together. Every day, our teams of passionate hospitality professionals strive for excellence in delivering employee dining and hospitality to some of the UK's leading workplace as well as inspiring exceptional experiences in iconic cultural and heritage destinations.Job Reference: com/0208/()/()/SU
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. We want to create a culture where we respect and embrace everyone's talents, beliefs, backgrounds, and abilities. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our Strength
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