Restaurant Supply Chain Solutions, LLC, a Yum! Brands Co-op, is currently seeking a Director, Customer Experience, to join the Development and Equipment Solutions Team in Louisville, KY.

Overview of the Position:

The Director of Customer Experience is an integral member of the Development & Equipment Solutions (DES) leadership team and the position reports to the Senior Vice President DES. The position is responsible for managing the Customer Support (CS), Brand Programs Deployment (BPD) and Digital Services (DS) functions to assist with delivering the RSCS DES Annual Operating Plan (AOP) while providing our members with an exceptional customer experience. Those responsibilities span across YUM! Brands Concepts (KFC, Pizza Hut, Taco Bell, and The Habit Burger Grill) as well as additional members (currently A&W). The system represents a network of over 18,000 restaurants and 1,000 franchisees.

The Director of Customer Experience will be responsible for the strategy planning & execution and the day-to-day management of the department while collaborating with key stakeholders across RSCS, Yum! Brands and the Franchisee community. The role will provide leadership to the team in seeking to maximize customer satisfaction across all touch points of our multi-channel engagement and support infrastructure (e.g., portal, online cases, calls). This person must identify customer service & experience trends, design system improvements, build capability of team members and execute changes that improve existing strategies. This role will be responsible for delivering an Industry leading online Customer Portal that is the preferred engagement channel for our franchise members & partners delivering seamless business & process integration and intuitive user experience regardless of location.

The Director of Customer Experience plays a major role in conjunction with the Human Resources (HR) department in recruiting, orienting, training, assigning, coaching, and improving performance. In this position the role will communicate the vision and objectives, monitoring, and reviewing each team members contribution to the betterment of the department and appraising performance. Fosters team/professional development through growth/learning and drives overall Team Engagement via a Recognition culture.

Essential Functions:

• Director of Customer Experience oversees the development and implementation of DES initiatives that improve the Franchisee member’s equipment purchasing experience & Brand relationships across all engagement channels to increase RSCS brand engagement and loyalty.
• Leading the Customer Support, Digital Services, and Processes & Systems groups to support department’s strategic planning and execution as well as the supporting the day-to-day functions including, but not limited to,
  • Capital Equipment & Asset Orders,
  • Replacement, Web Orders,
  • Customer Portal Utilization & Engagement,
  • Project Tracking & Real Time Analytics,
  • Returns, Warranty, & Aftermarket Service Options,
  • Back of House System Integration and Automation,
  • Customer Support Calls, Emails, Web Chat,
  • Brand Program deployment(s),
  • Digital Services Expansion beyond current offerings,
• By using their leadership and planning skills, they will design a strategy, establish and drive KPI delivery and ongoing improvement. Manage execution efficiently & effectively that will help improve the customer experience across all engagement channels.
• Conduct research to understand customer behavior and preferences and build a streamlined customer experience across all DES functions.
• Rapidly respond to escalated customer issues/concerns/escalations and communicate with relevant leadership on all status updates until conclusion/resolution.
• Design and implement customer experience processes to enhance customer satisfaction including implementation of an RSCS DES Customer Satisfaction Score (CSS) and Net Promoter Score (NPS).
• Analyze and assess data and supporting statistics while preparing detailed reports and continuous improvement plans.
• Collaborates with DES Leadership on key strategic initiatives.
• Inform the team of all new information related to products, procedures, and trends relating to Customer Experience activities. Developing ongoing continuous improvement strategies and plans including associated documentation.
• Lead the talent acquisition process for new and replacement roles in their area.
• Develop and deliver performance evaluations, following the performance management process according to company policy and overseeing and evaluate the team's ongoing training efforts.
• Identify significant business risks and escalate to the appropriate leadership teams.
• Maintaining 100% Staffing
• Represents DES, as needed, at Brand Meetings/Conventions and other Franchise Leadership routines.
• Travel 10%-25%
• Hybrid work schedule: 3 days in the office, 2 days at home
• Great Benefits and Culture

• Minimum of 6 to 8 years of experience in Operations or Customer Service setting. Commercial Foodservice or Restaurant experience is a plus.
• Bachelor’s degree required.
• Strong People Leadership and Communication Skills
• Strategic-thinking skills for forward planning to create and implement innovative ideas that add meaningful value.
• Excellent organizational, project management and time management skills demonstrating the ability to prioritize, meet deadlines, and follow up with a high attention to details. Adaptable to multiple requests, daily changes while still delivering on commitments.
• Effective and engaging presenter with proven ability to compile complex data into understandable formats is essential. Must be able to deliver concise and compelling presentation materials to senior level teams with poise.
• People management experience including strong interpersonal and leadership skills: team engagement, meeting facilitation, skill sharing and training, organization, conflict management, change agent, manage relationships.
• Strong proficiency and advanced use of systems/applications including Microsoft 365 (Word, Excel, PowerPoint, Outlook, and Microsoft Teams), NetSuite, Power BI, and other data/analytics/dashboard tools.

Key Contacts & Interfaces

• RSCS and DES Leadership Teams
• DES Team Members in Development and S&OP
• RSCS Cross Functional Partners – Data Analytics, Warehouse, Procurement, IT, Finance, Accounting, HR
• Franchisees and Internal Organization Development Teams
• Brand Development, Finance and Engineering Teams
• Supplier Partner Teams