Senior Manager

The Delivery Sr. Manager will be responsible for leading and executing the marketplace digital strategy across the Buffalo Wild Wings Sports bar and GO franchise systems equating to $500M+ in annual marketplace sales. As a member of the Digital Guest Experience team, the Delivery Sr. Manager will also serve as a delivery and fulfillment expert to support the evolution of the Inspire delivery roadmap with a key focus on channel marketing and operational execution of Buffalo Wild Wings delivery channels, including optimization of brand owned channel delivery. The Delivery Sr. Manager will also lead brand strategic initiatives and bring a product first approach while collaborating with Commercial, Shared Services, IT, and Brand Experience teams to build and execute strategy and day-to-day enablement of delivery and marketplace channels.   

This position requires a strong product management background, customer focus, knowledge of marketplace services, and a passion for technology-enabled features, services, and platforms. It will play a critical role in enabling delivery and other off-premises channels to drive incremental sales, profitability, and guest satisfaction.

* This position is an 80% onsite role

RESPONSIBILITIES

Strategic Planning: 

• Support cross-functional teams (Commercial, Operations, IT, and Brands/Marketing) to develop, implement, and monitor the processes necessary to deliver on key delivery initiatives across marketplace and owned channel for Buffalo Wild Wings, as part of the Inspire delivery roadmap 
• Lead strategic framework for brand strategic initiatives e.g., marketplace marketing, owned delivery optimization, catering growth, and new platform adoption in partnership with the Delivery Operations team
• Cross-functionally develop & validate marketplace initiatives, including brand leadership alignment to priorities and dependencies, to build sales and increase check sizes and drive traffic to off-premises options for Buffalo Wild Wings, e.g., new platform features, menu optimization, virtual brands and marketplace catering  
• Identify which marketplace channel aspects, features, functionality, and design should be prioritized and ultimately encourage profitable sales growth at the brand, market, and store level  
• Manages day-to-day relationships with marketplace account teams to steward the Buffalo Wild Wings delivery business  
• Partner with Brand Digital team to implement and optimize fulfillment on owned channel sales, leveraging marketplace insights to inform tech requirements and operational processes   
• Influence Ops and IT teams to ensure delivery channel ops and structure is seamless in restaurants. Support POS integration of marketplaces, including testing and evaluation of direct integration vs. middleware; aid in simplification of digital processes for restaurants   
• Lead leadership and franchisee updates via monthly digitals, support in franchisee board meetings as needed & system webinars where impactful

Marketing & Performance Insights: 

• Manages insights and analytics of marketplace channel while also understanding the relationship to broader brand digital retail. Evaluate channel and individual partner performance, including menu, daypart mix, marketing, and consumer insights where possible. Provide ongoing business performance reporting and analytics 
• Utilize market research, customer feedback, analytics data, industry trends, and the competitive landscape to guide business needs and identify new opportunities 
• Platform Marketing – support Demand Gen and Marketplace & Delivery Strategy Director to implement, and measure ROI of system marketing placements and inform discounting strategies on marketplaces 
• Build and aid implementation of marketing tests on marketplaces and owned channels with consulting from brand marketing and Demand Gen team to track ROI, channel effectiveness, and inform customer acquisition strategy     
• Collaborate with Delivery Operations team to develop and maintain marketing materials (toolkits, user guides, events, monthly newsletter,) that provide partners best practices and guidance based upon their delivery lifecycle for managed brands 

Operational Execution: 

• Identify operational best practices across owned + marketplace channels including training, refunds management, accounting best practices, facilitates regulatory on channels.
• Channel expert for franchisees; develop communication templates, support on-boarding process, aid in channel profitability validation, assists with questions, etc. 
• Leads alignment and assists Delivery Operations team with on-boarding of additional third-party providers not currently in system  
• Cross-isle leadership to fellow Delivery Brand leads supporting balance of Inspire brands marketplace and delivery business
• Orchestrate menu changes with marketplaces, marketing team, and associate manager on team, including nutritional and allergen requirements 
• Supports ramp up of tests pending results, and roll-out to system. Drives project management of various needs of implementation of technology enablers for delivery initiatives 
• Closely collaborates with Restaurant Innovation & Automation Team to ensure non-disruptive operational impacts at launch of new initiatives 

EDUCATION QUALIFICATIONS

Minimum: 4 yr degree

EXPERIENCE QUALIFICATION

Minimum: 5 + yrs experience with a key focus on digital, restaurants and /or 3PD marketplaces

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

·Hands-on experience developing and applying new strategic initiatives in a corporate setting

·Ability to manage and organize complex projects with cross-functional stakeholders

·Experience in QSR and/or knowledge of either a foodservice aggregator or a marketplace business is helpful but not required   

·Experience in a high-growth business environment or start-up a plus, and or experience in a large international or high growth tech organization

·Proven ability to influence decisions and drive change

·Relationship builder with highly collaborative style

·Analytically minded: Ability to back up decisions with data and facts

·Management aptitude to help oversee marketplace relationships and assist delivery team

·Ability to independently translate high-level goals into actionable, measurable plans

·General understanding of 3rd party Delivery Service Providers (DSPs) business processes

·Results-driven with the ability to work under pressure; navigate through ambiguity, and balance multiple priorities

·Attentiveness to details with the ability to understand business context and find common ground

·Ability to translate business needs to process requirements, and implement and operate those processes

·Demonstration of versatile learning with a bias for continuous improvement

·Excellent written and verbal communication skills; ability to influence engineers, project managers, corporate leadership, and partners.

No Direct Reports

Travel Required 5-10%

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.