GSI Hiring for Vice President of Customer Experience at New York, NY Full Time

Vice President of Customer Experience

Fast-Growing Restaurant Organization

Overview

We are looking for a Vice President of Experience for a rapidly expanding restaurant organization. This leadership position is responsible for continuously developing the customer experience strategy and delivering an exceptional restaurant experience across both company-owned and franchise locations. The primary objective of this role is to ensure that every aspect of the customer’s interaction, including the atmosphere, staff, and meal, aligns with the brand and exceeds customer expectations. The aim is to provide seamless and delightful interactions for customers, starting from the moment they enter the door until they depart.

Responsibilities

• Develop and execute a scalable customer experience strategy that ensures exceptional service, fosters loyalty, and boosts customer satisfaction, loyalty and retention. Align the strategy with the brand’s vision and values to meet the demands of rapid location expansion.
• Identify and regularly monitor key customer service metrics to track performance and maintain consistent excellence.
• Lead an effective team of customer service representatives and managers, promoting a culture of collaboration, continuous improvement, and customer focus.
• Work with the Executive team and HR to establish a hiring and training program that contributes positively to the overall customer experience.
• Collaborate closely with restaurant teams to ensure food and beverage offerings align with the desired customer experience.
• Continuously improve and adapt the customer experience based on customer feedback and industry trends.
• Communicate effectively with all levels of the organization to influence and drive customer experience initiatives.
• Monitor customer feedback and industry trends to continuously improve and evolve the customer experience

Qualifications

1. Bachelor’s degree in Hospitality Management, Business Administration, or related field, with an MBA preferred.
2. 8 + years of experience in restaurant management or guest experience roles, preferably in a senior leadership position.
3. Proven experience in strategic planning, team leadership, and performance management.
4. Exceptional knowledge of the latest industry trends and ability to translate them into concrete strategies.
5. Excellent communication and interpersonal skills.