The Guest Experience Coordinator will serve as a vital link connecting Nando's brand with our guests online. This position also serves as the voice of Nando's in responding to guest feedback received online, email and phone. Uses guest complaints as an opportunity to connect with the guest, correct the problem and improve the guest experience for Nando's guests at large. Analyzes data and reports results of marketing efforts and guest feedback for senior leadership. As all Nandocas, the Guest Experience Coordinator will be expected to wear many hats, seek out opportunities to make our company better and in general, be a good team player! The essential functions of this position are mapped out below:
CORE DUTIES:
GUEST SERVICE / COMMUNITY MANAGEMENT
- Ensure RM's and Patrao's are providing an excellent guest service experience throughout the guest recovery process.
- Manage guest experience from first contact to closed case to ensure guests are satisfied
- Serve as the voice of Nando's in responding to guest questions and feedback received via online sources (ie. Yelp, Google reviews, Social)
- Timely response to online and offline consumer feedback (Yelp, etc.) in a positive, professional and timely manner, while evaluating whether response should be private or public.
- Work to completely restore guest confidence, regain goodwill and create enthusiasm for Nando's after service failures occur.
- Use guest complaints as an opportunity to connect with the guest, correct the problem and improve the guest experience for Nando's guests at large.
- Ensure important information from guests relayed to Central Support team and the managers of the restaurant/department involved.
- Manage the relationship and serve as the main point of contact with vendors for all guest experience platforms.
- Gift card fulfillment
- Respond to general queries.
- Reporting each month and special requests.
- Relationship building with patraos, ADs
ONLINE BRAND MANAGEMENT
- Drive the awareness, differentiation, and positioning of Nando's online.
- Update and manage online store hours as needed.
- Manage day-to-day social media activities, including engagement, overseeing community-outreach efforts, and creating editorial copy.
- Use innovative social media communications strategies to link into marketing initiatives and to increase likes, relevant followers, strategic connections, and exposure.
- Initiative to study the competitive and technology landscape, looking for ways to improve our content creation, engagement and create more accurate and insightful reporting.
REPORTING
- Track and monitor online sites, coverage and conversations to ensure accuracy related to corporate issues and compile associated reports for marketing and operations teams.
- Review site metrics and guest feedback to identify impacts and opportunities.
- Identify and analyze issues, patterns and trends in consumer opinions and communicate to the proper department/restaurant.
RESTAURANT MARKETING SUPPORT
- Participate in Local Store Marketing initiatives as needed.
- Manage marketing collateral inventory, delivery & ordering.
- Coordinate vendor payment and records. Learn basic functions to assist Marketing Team as needed.
ADDITIONAL REQUIREMENTS
- 1-3 Years of experience
- Ability to channel a unique brand voice.
- Bachelor's degree in Communications, Journalism, Marketing, Public Relations, or other related area preferred
- Strong project management skills
- Tremendous attention to detail
- Excellent organizational skills
- Proactive, professional and positive verbal and written communication skills
- Ability to manage of a high volume of communication
- Skilled working with Microsoft Word, Excel, email, and internet
- Ability to brainstorm and creatively problem-solve/collaborate within a team environment
PERSONAL ATTRIBUTES & VALUES
Passion
- Energetic: outgoing, vibrant personality, goes the extra mile for their team
- Rooted: sees the work as more than just a job and is enthusiastic about success in their role
- Positive: constructive, optimistic and confident
- Dedicated: committed, loyal and steadfast
- Learning orientation: desire and drive to acquire knowledge and skills necessary to perform job more effectively
Pride
- Meticulous: demonstrates a commitment to quality and excellence in the execution of work
- Self-motivated: initiative to undertake or continue a task or activity without prodding or supervision
- Conscientious: hardworking, diligent and reliable
- Humility: modest and unassuming, taking pride and not praise in activities and achievements, this does not take the form of arrogance.
Family
- Courteous: respectful and considerate in manner and behavior towards others, treats others with compassion, care, and kindness
- Adaptable: work effectively within a variety of diverse situations, and with diverse individuals
- Team player: engaging, cooperative, contributing and supportive of team members
- Willing: eager, prepared, and quick to act or respond
Courage
- Assertive: confidently communicate needs or wishes in a constructive manner
- Resilient: effectively handle stressful or pressurized situations
- Tenacious: persistent regardless of setbacks
Integrity
- Integrity: adherence to accepted principles of right and wrong, interesting in doing the right thing
- Credible: honest, trustworthy, accountable and dependable
- Genuine: keeping everyone's best in at heart
Nando's North America provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.