Customer Experience Manager

Job Description

Tulane Hospitality is looking for a dynamic and experienced Customer Experience Manager to join our team and help us enhance the overall student experience within the dining ecosystem. The successful candidate will be responsible for developing and implementing programs and initiatives that foster a positive and engaging dining environment for all students and guests, develop and execute customer experience strategies and plans that drive student retention and referrals to meal plans and work collaboratively with academic and administrative department to identify opportunities to partner on authentic menus and special events.

Scope of Role

The Customer Experience Manager will be responsible for providing support in the areas of customer satisfaction and retention, showcasing culinary programs, meal plan sales, ROI and budgeting, and overall marketing objectives. They will be required to maintain accurate and up-to-date records of customer feedback, engagement activities and programs and emerging industry trends. The Customer Experience Manager will report to the Marketing Manager and work closely with culinary teams as well as other departments.

Job Responsibilities

• Understand the needs and expectations of our students, faculty and staff and align them with our brand vision and values
• Collect and analyze guest feedback and data to identify pain points, opportunities, and trends
• Implement guest experience improvements and enhancements based on data-driven insights
• Collaborate with cross-functional teams to ensure a consistent and seamless student journey across all channels and platforms
• Communicate and evangelize the student experience vision and goals to internal and external stakeholders
• Monitor and evaluate the effectiveness of student experience programs and initiatives, and adjust as needed to ensure that they are meeting the needs of our students
• Build relationships with key stakeholders across the university to foster a culture of student-centeredness and engagement
• Build relationships with campus and external culinary talent to develop culturally authentic event menus
• Develop and manage budgets related to student experience programs and initiatives
• Keep abreast of emerging trends and best practices in student experience and incorporate them into our programs and initiatives
• Prepare and deliver data-driven reports to Aramark and client senior leadership
• Plan and coordinate student dining events
• Support in delegating assignments to department interns
• Help maintain department websites and event portal
• Lead customer service training initiatives for dining staff

Technical Knowledge and Key Attributes

This role will interact with business leaders throughout their assigned line of business. Successful Customer Experience Managers should possess effective communication and organization skills, the ability to adapt to and facilitate change, and the ability to build business relations at all levels of the organization. This person will be able to embrace the leadership behaviors and lead.

Qualifications

• Bachelor's degree in a related field
• Strong interpersonal, communication, and problem-solving skills
• Demonstrated ability to work collaboratively with a diverse group of stakeholders, including students, faculty, staff, and community partners
• Ability to work nights and weekends and non-traditional hours for special events and football games

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.