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eCommerce Manager

Location: 

Tampa, FL, US, 33607

Position Summary:                                                                                                                                                          

The Manager of eCommerce is responsible for the ongoing business operations, marketing and program support of the Checkers & Rally’s Delivery & Order Ahead programs.  This role will be responsible for the continued optimization and enhancement of the Checkers & Rally’s eCommerce strategy by leveraging consumer insights, competitive analysis, industry analysis and a deep understanding of the Checkers & Rally’s target consumer equities. The Manager of eCommerce will report directly to the Sr. Director of eCommerce & Guest Engagement and will manage the daily functions and deliverables of the eCommerce Assistant Manager and eCommerce Support Coordinator.

 

This role will be responsible for cultivating strong relationships with key external partners (UberEats, DoorDash, GrubHub, Olo, etc.), restaurant operators, field leadership and cross-functional teams, working collectively to meet the business goals associated with the eCommerce channel.

 

The eCommerce Manager will work closely with the Brand Marketing & Media teams in support of the national brand calendar and media calendar. This role will also have a strong relationship with IT, ensuring eCommerce menu content and pricing updates are QA’d and launched in support of larger brand campaigns and menu tests.  They will be the subject matter expert when it comes to program operations and partnership capabilities, being a key contact for the training, operations and accounting departments.  The eCommerce Manager has a terrific reputation for inspiring results and insisting on the highest standards when working with both internal and external stakeholders. They will work as a strong program advocate liaising cross-functionally with internal stakeholders as well as investing deeply into the development of the Delivery & Order Ahead programs.
 

Success in this role will require learning the business infrastructure of the Delivery & Order Ahead programs, providing consistent and effective support to both field operators and internal cross-functional teammates. This position will work to create transparency into the status and health of the Delivery & Order Ahead operations on a daily basis.  This position will work closely with the eCommerce Assistant Manager and Technical Support Specialist to address and manage the issues logs and growth roadmaps for the channel, with a maniacal focus on program stability/up-time and operator satisfaction. This is a rapidly growing program that will continue to evolve as we expand into company and franchise locations, introducing new products and revenue streams.  

                                          

Position Accountabilities:                            

  • Manage the eCommerce team and key external partners to achieve the company goals associated with the business channel, measured by orders per restaurant per day
  • Work closely with Training & Operations to ensure field teams are knowledgeable about the Delivery & Order Ahead programs and are able to execute the programs to company standards on a daily basis
  • Work with the Legal team to ensure the timely issuance of delivery contracts as part of the franchise on-boarding process
  • Manage strategic third party delivery relationships as part of ongoing account management efforts, constantly identifying growth opportunities for the brands
  • Implement and enhance the Checkers & Rally’s eCommerce promotions and marketing calendar, reporting performance to key stakeholders
  • Work with the Sr. Director of eCommerce & Guest Engagement to define the Checkers & Rally’s eCommerce Merchandising strategy to optimize path to purchase and conversions
  • Engage with the Director of Marketing Technology and Director of Guest Engagement to drive eCommerce guest acquisition through owned business channels and communication

Performance & Success Measures

  • The on time launch and operational readiness of planned launch locations
  • Meeting uptime standards for locations that are already live
  • Ability to partner with highly cross functional team to ensure program success
  • Meeting internal SLAs for response and resolutions for company and franchise locations
  • Maintain a high franchise satisfaction rating
  • Achieving the Orders Per Restaurant Per Day goals that are tied to the program
  • Meeting and/or exceeding the operational goals associated with the program (Driver Wait Time, Missing/Incorrect % and Overall Satisfaction)
  • Willing and able to quickly learn both proprietary and new vendor software functionality, especially menu management tools
  • Return on Investment (ROI) associated with the eCommerce Marketing Calendar

 

EMPLOYMENT STANDARDS

 

Education

  • Bachelor's’ degree is required. Graduate degree preferred.

 

Experience

  • Five or more years of experience in digital marketing, vendor management or agency environment
  • Project, Product or Program management related experience
  • Strong business judgment and ownership
  • Possesses an understanding of franchisee / multi-unit retail environments targeting consumers or have significant experience dealing with “outside” constituents such as supporting multiple client contacts from an agency background.
  • Proven analytical skills (including effective use tools such as Excel to prove a business case)
  • Ability to consistently deliver results in an autonomous environment, despite competing priorities and distractions
  • Experience in working with NCR/Aloha POS systems is a plus
  • Experience with companies such as OLO, GrubHub, DoorDash, Google, UberEats, and Postmates is a plus.
  • Experience working on process improvement initiatives for large companies
  • Creating KPI’s and SLA’s to meet business objectives based on scope or project.
  • Experience managing a budget
  • Experience managing a team

 

Critical Competencies for Success

  • Analytical Discipline – Is a logic-driven thinker that has demonstrated an understanding of data evaluation including consumer, financial, industry trend and local market influences. This individual is resourceful and possesses the ability to identify solutions to complex, multi-faceted business challenges, set measurable objectives and make solid data-driven recommendations that deliver key business goals
  • Flawless Program Management – The successful candidate understands the principles of project management. He / she has effective time management skills and an ability to focus on high priority activities and not let everyday issues overwhelm key objectives. This person has a successful record of leading cross-functional project teams, assigning key tasks and performing ongoing management supervision to ensure that results exceed project plan goals.

 

 

Essential Physical Requirements

  • Ability to travel up to 15% of the time
  • Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
  • Ability to frequently use hands to finger, handle or feel.
  • Ability to Travel may be required to attend off-site training, meetings and seminars.
  • Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation.
  • Ability to lift and/or move up to 20 pounds

 

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

 

 


Nearest Major Market: Tampa

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