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Job Description & How to Apply Below
Location: Baie-D'Urfé
Responsibilities
Position Summary:
As a B ilingual Restaurant Experience Advisor, you will use your knowledge of Martin Brower and our customer, along with your interpersonal skills, to build positive relationships with internal teams, restaurant owners, and their management. This strong customer foundation nurtures trust, enabling Martin Brower to innovate and discover new growth opportunities.
Position Responsibilities may include, but not limited to:
Customer Communication and Education
Represent Martin Brower positively to your portfolio of restaurant owners through professional interactions
Educate customers on policies, processes, and new initiatives or technologies
Serve as the primary escalation point for resolving customer issues through understanding and education
Communicate significant changes in business practices and promotions to internal teams and the market
Develop action plans and communication loops based on in-restaurant observations
Act as the key contact during new restaurant openings, construction projects, and closures, coordinating with McDonald's Construction teams, the customer and Martin Brower internal teams for flawless execution
Implement an annual restaurant interaction plan, including in-person and virtual engagements while staying within budget
Collaborate with the Ronald McDonalds Houses in area to facilitate Martin Brower engagement through participation in volunteer opportunities
Act as the liaison between the Ronald McDonalds Houses and Martin Brower for any product concern
Data Management
Analyze bi-annual Customer Satisfaction Survey results, share findings internally and with customers, work with internal teams to develop action plans, and track progress for management reporting
Maintain the customer databases for internal teams through. Review data and adjust action plans based on this data
Facilitate Restaurant Experience Meetings to drive KPI improvements based on data and restaurant engagement
Achieve team KPIs that influence changes in restaurant and internal team behaviours
Internal Team support
Participate in new employee onboarding to offer customer perspectives and restaurant insights
Collaborate with leadership to prioritize training and observations in restaurants
Provide customer care training for internal teams to foster positive relationships
Offer insights and recommendations to enhance KPI performance for both Martin Brower and customers.
Serve as the customer liaison for pilot programs, managing communication and change management based on field observations
Identify savings opportunities through knowledge of restaurant and Martin Brower operations
Partner with distribution center leadership and routing teams to optimize delivery schedules and communicate effectively with restaurant managers to obtain buy in
Ongoing support and to optimize routes and create savings through customer influence
Support operations through delivery audits and on-site visits, conflict resolution and investigation. Provide feedback and recommendations.
Represent the voice of the customer in cross-functional teams
Other projects and duties as assigned
Qualifications
Required
Skills and Experience:
Post-Secondary education in business, supply chain, or a related field
Minimum 3 years’ experience in hospitality, customer relations, supply chain or a related field.
Fully bilingual (French/English):
Strong written and verbal French language skills required Excellent communication (verbal & written) and presentation skills
Must possess strong analytical, interpersonal and exceptional problem-solving skills in addition to being a team player
Effectively manage internal and external customer needs in rapidly changing conditions
Ability to multi-task multiple priorities and reprioritize as needed using influence and relationships to driver results
Must be able to travel up to 60% of your time
This position must pass a post-offer background check
#LI-Hybrid
Benefits
At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well-being of our employees. This position offers a comprehensive benefits package that includes Medical, Dental, Vision coverage.
Physical Demands
The Company…
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