Manager – Franchisee Communications - Multiple Teams

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

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.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Job Summary

We are looking for a seasoned operations communications professional who is passionate about solving communications problems and testing new ideas with excellent writing and editing chops, attention to detail, and the ability to work in a fast-paced environment. 

This role is responsible for translating business priorities to Popeyes franchisees and their restaurants, and connecting the dots to make communications more impactful and effective. This individual will have the unique opportunity of shaping franchisee and restaurant communications strategy for one of the world’s most beloved restaurant brands, while leading the day-to-day responsibilities, including content creation, channel management, event execution, issues/crisis response, and data/metrics analysis to drive content strategy. 

The ideal candidate will have a proven track record of managing complex operational communications – including under time pressure and during sensitive or fast-moving situations – partnering with senior leadership across all areas of the business, and experience in the restaurant, retail, or hospitality industry. This role will report to and partner with the Senior Manager, Franchisee Communications, and members of the larger RBI Communications organization. 

Core Responsibilities

Franchisee and Restaurant Communications

• Build strong relationships and work cross-functionally to keep a pulse on business priorities and advise senior leadership on the most effective way to deliver messages to the restaurant level 

• Execute and refine an insights-driven franchisee and restaurant communications strategy for Popeyes – from primary research to creation/optimization of channels, to execution, to reporting back to leadership on what’s working and what needs improvement 

• Support content strategy, consistent messaging, and connectivity to brand strategy for franchise communication channels (e.g., agenda/narrative for franchisee meetings, weekly newsletters, webcasts, videos); responsible for pushing the envelope on new communication strategies to test 

• Craft and edit content across channels tailored to target audience and manage the process end-to-end (idea to approval to execution to analysis) 

• Own and disseminate key franchisee and restaurant communications, including a weekly newsletter, franchisee-facing intranet/portal content, and ad hoc communications as business needs arise 

• Work closely with subject matter experts across the business to develop and refine their content for franchisee audiences 

• Lead reporting on content performance and advise the team on what’s effective in driving engagement and execution in restaurants 

• Ability to adjust communication plans and content strategy based on the needs of the business 

Issues and Crisis Communications

• Draft and distribute franchisee and restaurant communications for food holds/recalls, issues, procedural alerts, and other urgent matters as required 

• Advise on the best approach and channels for a given communication (e.g., proactive vs. reactive) based on severity and audience 

• Serve as a key member of the cross-functional issues/crisis response team alongside senior leaders from across the business 

• Be available to join crisis calls and meetings on short notice, including outside standard business hours as needed 

Event Management

• Support and help lead planning and execution of the annual Franchise Convention and regional franchisee meetings, including: 

• Content planning and preparation meetings with senior leadership presenters  

• Development and execution of all event communications  

• Drafting scripts, slides and supporting materials with senior leadership presenters  

• Developing creative concepts, storylines and scripts for videos and other visual content, from initial idea through final production  

• Coordinating with the events team on venues, logistics and registration  

• Manage a high-volume workload and extended hours in the weeks leading up to and throughout major events, including early mornings, evenings and weekends, as needed to meet deadlines and support live event execution 

Tools and Platforms

• Manage and become an expert on communication platforms/software and lead implementation of new tools that improve the franchisee/restaurant communications experience 

• Support the development and rollout of franchisee-facing digital tools (e.g., intranet or communications portal updates), partnering cross-functionally to deliver on time and on budget 

Franchisee Recognition

• Support franchisee awards and recognition efforts tied to Convention and regional meetings, including related communications and coordination  

This role requires occasional availability outside standard business hours to support time-sensitive franchisee communications, events, or active issues/crisis situations.

Education and Qualifications

• Bachelor’s degree in communications or related field/experience 

• 6–8 years of professional experience in field, corporate, or franchise communications, specifically within the restaurant, retail, or hospitality industry 

• Experience supporting or leading issues/crisis communications is strongly preferred 

• Proven ability to craft and communicate a compelling message/tell a story (with writing samples to show) 

• High attention to detail and a creative thinker with proven problem-solving skills 

• Team player with a proactive and strong interpersonal skills to work in a collaborative environment 

• Ability to work in a fast-paced, dynamic environment with the ability to manage multiple tasks simultaneously while meeting deadlines and objectives, including under pressure during live issues 

• Ability to synthesize large volumes of information and translate into clear and concise messaging 

• Ability to clearly articulate information to leadership and influence and guide decisions 

• Ability to drive communications change within an organization 

• Occasional travel required to support franchisee events and other business needs 

• Event planning/execution experience is an asset 

Our Culture

The successful candidate will believe in and live the RBI culture: 

• Dream Big – life is too short for small dreams 

• Ownership – you value things more when you own them 

• Meritocracy – your growth is based entirely on what you do and how you do it 

• Diversity – a wide range of voices and perspectives makes us stronger 

• Creativity & Innovation – find ways to do things differently to make them better 

• Authenticity – be a hardworking, good person 

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

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.