Overview

At Cracker Barrel, our mission is Pleasing People. This is evident from the moment you walk through our doors, with the first smile that greets you, from the items in our retail store to the food on the table, we welcome you home!

This individual manages the guest relations department and call center function. Manages customer service teams (12-15 reps/temps) to ensure our employees are living our mission by driving guest satisfaction and advocating for the guest. Sets Guest Relations team goals and metrics to drive efficient and effective ticket management across multiple channels (phone, email, web portal, chat). Develops vision and executes projects to improve team productivity, including the improving technology/tools, adjusting team structure, and determining best deployment to achieve goals. Fosters relationships with the team to improve skill sets and continually trains staff on guest service “best practices.” Builds and maintains key relationships across functions (ER, Ops, IT, Risk Management) to ensure that guest issues are appropriately addressed across departments.

Responsibility

· Directs and leads the Guest Relations staff. Handles scheduling and deployment of Guest Relations team to ensure timely responses to all inquiries, complaints, and product issues within 3 business days to improve guest retention.

· Develops policies and procedures for addressing guest complaints and issues. Works with othersto develop initiatives aimed at correcting identified/recurring issues and problems. Demonstrates

and encourages from others a continuous improvement thinking process.

· Establishes process for pulling and analyzing Guest Relations data. Develops tracking and adhocreports for departments across the organization to influence business decisions and driveoperational efficiencies.

· Keeps team informed of any enhancements to Cracker Barrel such as the introduction of newmenu items or curbside pick-up being tested or offered system wide. Monitors guest reactionsafter rollout of a new menu, product, or initiative to provide any feedback received on newproducts or services.

· Researches and resolves extreme, unusual, or sensitive issues. Escalates issues that need

further attention and follow up within other departments (ER, Ops, Risk Management).

· Reviews and develops work processes, procedures, and systems. Creates and documents CRMsystems and processes for consistent execution of Guest Relations responsibilities and facilitatesthe building out of the CRM tool to harness all the functionality.

· Evaluates technology enhancements aimed at improving departmental efficiency and

effectiveness. Leads projects to enhance technology and tools to enable the team to improve

response levels and response times.

· Partners cross-functionally with other teams (e.g., Operations, Product Development, Maintenance, Merchandise Buying/Planning, Communications, Marketing) to facilitate a positive guest experience journey resolution.

· Develops, tracks, and reports key service performance measurements. Develops, recommendsand implements approved process and/or operational improvements. Identifies ways to improvecurrent systems to provide better guest service.

· Provides continuous training for the Guest Relations team to improve efficiency. Ensures thatteam is able to leverage new tools (e.g. web portal, guest self-service, chat) to increase

responsiveness to guest issues.

· Represents Guest Relations and advocates for guests as a member of key teams including

Crisis/Sensitive Topics team, Loyalty program team.

Qualifications

Experience and Education

· Bachelor’s degree in communications, business, marketing or related field. Minimum 8 years customer service-related experience with 5+ years management experience; or equivalent combination of education and experience.

Knowledge and Skills

· Solid business judgment and excellent written and oral communication.

· Must be organized, proactive and possess strong sense of urgency.

· Strong leadership and coaching ability to support Guest Relations team.

· Strong interpersonal skills.

· Track record of collaboration across functions.

· Long-term Continuous improvement mindset

· Ability to leverage organizational resources to improve tools, technology, team performance

· Independent decision maker

· Proficient in Microsoft Office Suite.

· Good analytical skills.

Take the Next Step

Connect With Us! (https://officecareers-crackerbarrel.icims.com/jobs/52454/senior-manager%2c-guest-relations/job?mode=apply&apply=yes&in_iframe=1&hashed=-336176107)

In compliance with federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law. Qualified applicants are considered for employment according to the laws of the respective state of employment. If you feel this policy has been violated, you may report such instances to the Employee Relations Department online ( http://www.crackerbarrel.com/contact-us/employee/ ) or toll free at 1 800-333-9566.

Cracker Barrel does not unlawfully discriminate in hiring. If you are interested in applying for a position and need a reasonable accommodation during the application process, please contact (1-800-333-9566) so that we can work with you to reasonably accommodate you. Note that individuals who have any hearing impairment will be reasonably accommodated in the application process.

City/State US-TN-Lebanon

Location 307 Hartmann Drive

Category Home Office

Address Home Office

Location : Postal Code 37087

In compliance with federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law. Qualified applicants are considered for employment according to the laws of the respective state of employment. If you feel this policy has been violated, you may report such instances to the Employee Relations Department online (http://www.crackerbarrel.com/contact-us/employee/ ) or toll free at 1 800-333-9566.

Cracker Barrel does not unlawfully discriminate in hiring. If you are interested in applying for a position and need a reasonable accommodation during the application process, please contact (1-800-333-9566) so that we can work with you to reasonably accommodate you. Note that individuals who have any hearing impairment will be reasonably accommodated in the application process.