Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.
Job Overview
Tim Hortons US is amid an exciting digital transformation and our guests expect more from us every day. We are seeking a passionate and versatile leader who will facilitate this digital transformation across all digital channels, in-restaurant and with third party delivery providers.
The Digital Marketing team’s mission is to drive incremental sales for Tim Hortons US by leveraging loyalty and digital sales channels in our core markets, and position the brand in new markets as a digital leader. This team closely partners with Operations, Loyalty, Digital Product, Technology, & Marketing to drive Digital growth for Tim Hortons, US.
As the Manager of our Digital Guest Experience, you will play a critical role in shaping and optimizing digital interactions across our app, first and third-party delivery channels, and in-store technologies. You will ensure a seamless, engaging, and satisfying digital experience, driving customer satisfaction and business growth. Responsibilities include partnering with delivery platforms (e.g., UberEats, DoorDash) to streamline processes, managing daily digital and delivery analytics, and developing growth strategies based on insights.
Roles And Responsibilities
Partner with cross-functional teams to enhance the digital guest experience across all digital touchpoints, including the mobile app, website, in-restaurant and delivery platforms.
Oversee the functionality, user experience, and continuous improvement of our mobile app. Collaborate with national counterparts (including tech and product teams) to implement new features and improvements.
Manage and optimize guest experiences through both 1st and 3rd party delivery channels. Ensure consistency and quality across all digital ordering platforms.
Utilize data and analytics to understand guest behaviors and preferences. Develop insights and actionable recommendations to improve digital experiences and drive engagement.
Define, track, and report on Key Performance Indicators (KPIs) related to digital guest experience. Use these metrics to inform strategy and roadmap planning.
Synthesize guest and team member feedback into actionable improvements and use data to prioritize initiatives to drive results.
Aggregate and analyze sales, profitability, and operational KPIs to inform decision making; drawing insights to determine appropriate solutions in collaboration with internal & external stakeholders.
Support Sr. Manager in building superior in store experiences that grow digital sales and reduce friction in the loyalty experience
Partner with the cross-functional teams to develop and drive growth through various channels. Ensure the technologies are integrated across all digital channels and works seamlessly with the broader marketing strategy and calendar.
Required Skills
3-4 years experience working in a product marketing capacity (partnered with product management and/or engineering to represent market requirements) and/or with operational technology (partnering with technology teams to build frictionless in store experiences)
Experience collaborating with cross-functional teams (technology, operations, product) to drive results
Proven experience building vendor relationships with the objective of growing sales.
High level of comfortability navigating emerging sales channels to identify how to improve our crew and customer experiences
Data-driven mindset with an ability to interpret analytics to drive decisions and strategy
Passionate champion of the Guest to drive exceptional digital and loyalty experiences
Start-up mentality, eager to move quickly and work with a lean team
Highly curious, always looking to learn and stay ahead of trends
Technical knowledge to bridge the gap between business side and Engineering/IT side
Experience using SQL, Excel, Tableau or similar tools
Preferred experience in QSR, Retail, food delivery, technology, or related industry
Bachelor’s degree required; MBA preferred
Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.
#timhortons
50229311
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Food and Beverage Services
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