This job expired on May 03, 2016

Guest Experience & Marketing Manager

SHAKE SHACK

Date Posted March 04, 2016
Location New York, New York (ny)
Category Business / Media
Job type Full-Time

Company description

Shake Shack is a modern day "roadside" burger stand serving deliciously classic burgers, fries, hot dogs, frozen custard, beer, wine, and more. With our fresh, simple, high-quality food at a great value, Shake Shack is a fun and lively community-gathering place unlike any other. As we experience tremendous growth, our leaders are the driving force to our continued success.

Job description

Guest Experience Manager
Want to join the world of Shake Shack? We’re bringing ShackBurgers and frozen custard to new cities and neighborhoods around the world, and with it, adding to our team. If you enjoy working in a small, dynamic and very fast-paced team environment, and have a passion for hospitality, then this job is for you. Shake Shack’s roots are in fine dining and our culture is based on Danny Meyer’s Enlightened Hospitality ethos. This role is vital for sharing that philosophy with guests.Tell us why Shake Shack should hire you as our Guest Experience Manager. We're looking for an incredibly intelligent, passionate self-sufficient, detail-oriented, resourceful all-star. You’ll join our marketing and communications team at Shake Shack. We’re looking for an emotionally intelligent, self-motivated problem solver who’s passionate about taking care of our guests. You should have strong interpersonal skills and will act as the hospitable voice of Shake Shack.

Key Responsibilities Include:

Oversee the guest experience program at Shake Shack
Act as main point of contact for guest hospitality via shakeshack.com
Deliver above-and-beyond guest experience via email
Think creatively about ways to optimize each guest’s experience
Act as admin of Shake Shack’s CRM system, creating reports and insights, and overseeing completion of tasks by all agents
Create hospitality guidelines and procedures with Operations for team members in the Shack
Manage Shake Shack’s presence on Yelp, Trip Advisor and other social review sites
Update and write messaging for new product launches or menu changes
Manage guest, digital and social insights initiatives, research, surveys and conduct analysis
Analyze recurring trends in feedback and report to respective departments
Support and collaborate on Shake Shack brand initiatives including digital, social media, brand writing, partnerships and promotions, and any guest-facing communications

Skills/Requirements/Qualifications:

Bachelor’s degree in communications, hospitality or related field
3-4 years of experience in hospitality, retail or guest experience
Experience with Desk.com or Salesforce or other CRM preferred
Social medial expertise and digitally savvy
Strong copywriting skills

Compensation

this position is: salaried

Application instructions