Director of Marketing and Employee Engagement

 Executive Director of Marketing and Team Member Engagement 

At Chick-fil-A Twelve Oaks, our values challenge us to put our guests first, to communicate with clarity, to be responsible for our decisions as we work together and to strive for continuous improvement and stewardship. That’s why we are committed to the Executive Director of Marketing and Team Engagement.

Description: One of the senior-most director, “experts consulting and cultivating team member talent” & “maintaining pipeline of team members who want to serve with excellence

Vision: “Serving our guests with the Excellence they expect, in a place that feels like home, with people that feel like family.”

BIG 4

• Oversees the execution of all strategies related to the employee experience and in-store marketing at Chick-fil-A Twelve Oaks
• Track and Influence Sales Goals via Analytics Hub
• Transaction Count (> 2000/day)
• Check Avg. ($19)
• Outside sales; Delivery (5%)
• Create Systems and Processes for Catering, 3rd Party and Inside Sales
• Lead Catering and Marketing channels
• Top-notch In store decor
• Develop Catering Director
• Develop Marketing Director
• Create Suggestive Selling Contests
• Make it Large
• Add a dessert
• Frosted Beverages
• Iced Coffee
• Add a side to salad entrees
• Mac & Cheese instead of fries

Organizational Imperatives

The factors that define and truly differentiate this position from all other positions; what absolute, unique things should this position fulfill that no other does

The Executive Director:

• Works closely with the Director Team to facilitate effective decision making and to ensure our vision and core values are the foundation on which we grow our business
• Ensuring that we are always Operationally Excellent and aligned with the Vision of the restaurant
• Coaching the behaviors of all Team leaders and Team members who work in the entire store. Those behaviors include:
• Adherence to Pathway procedures.
• Aligning all practices and procedures to the store vision, “Winning Hearts, every meal, every day; one bite at a time.” 
• Maintaining a food safe and friendly environment conducive to growth
• Equipment care, maintenance and stewardship by all who serve in the restaurant
• Treating everyone with Honor, dignity and respect
• Sales
• Creating partnerships within the community to build the brand of Chick-fil-A
• Creating and managing an overall sales goal with corresponding strategies and expected outcomes
• Creating and managing annual goals for catering and outside sales opportunities
• Creating and managing goals for mobile channels and potential delivery operations
• Delivering bi-weekly store performance reports to the leadership team
• 3rd Party Sales
• Mobile Sales
• Suggestive Selling Contest results
• Set, track and post goals for Outside Sales
• Transaction count growth
• Check avg.
• Outside Sales
• 3rd Party Delivery
• Suggestive Sales Contest 

• Create and sustain relevant Sales policies and functions
• Oversee DoorDash, Uber Eats and all third party delivery platforms
• Promote the CFA corporate and Chick-fil-A Twelve Oaks’s purpose, vision, and values.
• Lead Catering and 3rd Party Sales initiative
• Director of Catering (FOH and BOH) will be your second in command
• Systems
• Processes
• Execution
• Create and monitor suggestive selling contests
• Select most profitable products:
• Cookies
• Brownies
• Sunjoy
• Frosted Lemonade
• Cheese
• Bacon
• Upsize
• Desserts
• Vision and Culture
• Cultivate a culture of care by executing the following systems:
• Celebrating milestones such as birthdays and anniversaries with hand written cards/gift cards
• Celebrate holidays and events as a team and show everyone is valued
• Print and present employee spotlight certificates
• Update Dining room community board
• Develop new processes and systems around employee engagement and retention
• Facilitate Employee Engagement Survey from CFA. Inc.
• Marketing
• Create a yearly, quarterly, and monthly marketing plan
• Stewardship of the marketing budget
• Taking full responsibility for putting the marketing plan into action which will include:
• Fundraisers, donation requests and other support opportunities
• Utilizing social networks and email for marketing needs and keep social media accounts current
• Promotion of local regional and national campaigns
• Create a fun and inviting in restaurant experience through decorations
• Track all inventory needed for Beyond the Restaurant Initiatives
• Team members
• Inventory (food)
• TMS bags and Catering supplies
• Communicate all needs
• Slack
• email
• Conversation
• Maintain Catering Pod
• Update all price increases (Menu Boards)
• Update Reader Board and Community Board
• Decorate the store impeccably
• Maintain $2,500 marketing budget (monthly)
• Decorations
• Mini moos
• Signage
• Develop relationships with local businesses
• Business of the Month
• Business Blitzes
• Maintain Spotlight communication with existing and potential guests

Measurable or Identifiable Goals

• Sales Growth: 20%
• Transaction count increase: 8% (2000/day)
• Mobile App conversion: + 5%

Key Ownership

• Catering and 3rd Party Sales
• Monitor all Sales Activity
• Includes: Sales Growth, Customer Experience Metrics and Profitability
• Guest Recovery
• Call guests with complaints and recover them.
• Track areas of opportunity according to guest feedback

Duties

Weekly

• Update Sales spreadsheet
• Answer all emails pertaining to 3rd party or Outside Sales
• Update Suggestive Selling Contest
• Communicate to team status
• Create clear vision and communication
• Develop leaders and accountability partners
• Review weekly reports
• Attend weekly meetings

Bi-weekly

• Stay on top of marketing inventory
• Communicate next months plan
• S.A.F.E. Daily
• 1 self select
• 1 Normal
• RQA
• 1 Breakfast
• 1 Lunch
• 1 Dinner

Monthly

• Send notes of encouragement
• Meet ( along with other Sr. Executive Coaches) with HD & KD to develop and implement monthly strategies.
• Update and Monitor communication platforms

Quarterly

• Submit a business plan for store every quarter based on the 5 critical success factors
• Create and Maintain a Catering Team that includes:
• Catering Director FOH
• Catering Director BOH
• 4 team members
• 2 with Day time availability
• 2 with Night time availability
• Monitor CARES comments, CEM scores, Deloitte Assessments, Health Inspections and Facebook comments to identify training needs of the restaurant and communicate them to the Training Director (support role).
• Maintain a clean and organized Catering section, inventory and resources

Success Factors & Matching Measurements

How will you know if this position has been successful?

We will know the Executive Advocate(s) is successful if:

• CEM scores (to be measured in 30-day and 90-day increments):
• Order Accuracy > 95%
• Speed of Service > 82%
• Taste > 82%
• ACE > 82%
• Cleanliness > 82%
• Food Cost Gap >.5%
• Labor Cost Gap >1%
• IPO > 1%
• Waste > 10 lbs/week
• 0 Food safety occurrences
• Daily S.A.F.E. and eRQA completion 100%
• Deloitte Assessment > 98%
• Steritech assessment:
• Improve Monthly
• Goal is all-right
• Profit > 18% net profit
• Zero cash shortages (any shortage should be assigned to a team member or director)
• Sales Growth > 20%
• All Catering orders are complete and on time.
• Catering section of the restaurant is clean and organized
• Catering inventory is accounted for.

Behavioral Characteristics

What specific behaviors should a person in this position have in order to achieve both Success and Organizational imperatives?

The Executive Director should:

• Be Organized
• Work a minimum of forty five hours per week ( Operationally or when needed)
• One day a week (work from home)
• Allocate at least three hours per week to:
• Planning
• Personal development
• Team member coaching and evaluating
• Focus on systematically and effectively communicating all store related goals and success factors to team members
• Combine critical thinking, impeccable organization and practical leadership to create a culture of innovation
• Effectively coach and give direction across all 3 day parts
• Align hiring, training, and evaluation practices with the Vision of the restaurant
• Lead with Love
• Enthusiastically and passionately lead the entire team
• Serve with Excellence
• Hold yourself and other leaders accountable
• Manage time wisely

We are here to W.I.N. : Work Hard, Intentionally Serve Others, and Never Complain.

Work schedule

• Monday to Friday
• Weekend availability
• 8 hour shift

Supplemental pay

• Bonus pay

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Employee discount
• Paid training
• Profit sharing
• Mileage reimbursement