Highlights
This role partners closely with Marketing, Operations, Culinary, Digital, Analytics, and Leadership to identify opportunities, improve guest satisfaction, and drive business growth through a guest-centric culture. The Senior Manager Voice of Guest leads Panera's guest listening strategy, managing the relationship with our vendor, overseeing the analysis.
Numbers & Facts
| Location | Newton, MA |
| Industry | Food and Beverage Production |
| Salary | $155,476–$217,667 Per Year |
| Company Size | 10,000 employees or more |
| Year Founded | 1981 |
| Website | https://jobs.panerabread.com/ |
Description
Position Overview
The Senior Manager Voice of Guest leads Panera's guest listening strategy, managing the relationship with our vendor, overseeing the analysis. This role partners closely with Marketing, Operations, Culinary, Digital, Analytics, and Leadership to identify opportunities, improve guest satisfaction, and drive business growth through a guest-centric culture. Reporting to the Vice President, Consumer Insights.
Location: Newton, MA (hybrid)
Scope of Responsibilities
Guest Insights Strategy
- Develop and execute the Voice of Guest strategy and roadmap.
- Manage guest feedback programs (e.g., CX surveys, Google Reviews).
- Establish key customer experience metrics.
Analytics & Reporting
- Analyze quantitative and qualitative feedback to identify trends, root causes, and improvement opportunities.
- Create executive-level analysis highlighting key insights and business impacts.
- Translate complex data into actionable recommendations.
Cross-Functional Leadership
- Partner with Operations, Marketing, Analytics, Culinary, etc to drive improvements based on guest insights.
- Lead cross-functional initiatives focused on enhancing guest satisfaction and loyalty.
- Influence leadership to prioritize customer centric decisions
Program Management
- Oversee VoG technologies, surveys, and feedback management platforms
- Ensure data quality.
Team Leadership
- Lead and develop a team of 2.
- Foster a culture of continuous improvement and customer advocacy.
- Coach team members on analytical methods, storytelling.
Qualifications
Experience & Expertise
- 7-10+ years of experience in consumer insights, CX program management.
- 3 to 5+ years of people management
- Strong analytical capabilities and experience leverage large datasets.
- Expertise with VoG platforms (Qualtrics), survey tools, and dashboarding solutiosn.
- Excellent communication, presentation, and stakeholder management skills.
Skills & Competencies
- Strong understanding of VoG platform (Qualtrics, Medallia, etc).
- Exceptional storytelling, presentation, and communication skills.
- Strong project management skills with the ability to manage multiple priorities in a fast-paced, highly collaborative environment.
- Proven ability to build relationships and influence stakeholders across functions and organizational levels.
- Proficiency with research, survey, and data visualization tools.
- Experience with advanced analytics, text analytics, sentiment analysis.
- Experience with Mastercard Test & Learn a plus.
Performance & Success Measures
- Improvements in key guest experience, satisfaction, loyalty, and advocacy metrics.
- Effectiveness, adoption, and impact of VoG platform across the organization.
- Quality, relevance, and actionability of insights delivered to business partners and leadership.
- Demonstrated influence on strategic decisions and operational improvements driven by guest feedback.
- Effective management and optimization of Voice of Guest platforms, vendor relationships, and program investments.
- Development, engagement, and performance of the Voice of Guest team.
- Strengthening Panera"s customer-centric culture and organizational use of guest insights.
Equal Opportunity Employer: Disabled/Veterans
Competitive Pay $155,476 - $217,667 annually
Additional Description :
About Company
We are Panera. We are bakers of bread. We are fresh from the oven.
We are a symbol of warmth and welcome. We are a simple pleasure, honest and genuine. We are a life story told over dinner. We are a long lunch with an old friend. We are your weekday morning ritual. We are the kindest gesture of neighbors. We are home. We are family. We are friends.
In this section, you can:
We are a symbol of warmth and welcome. We are a simple pleasure, honest and genuine. We are a life story told over dinner. We are a long lunch with an old friend. We are your weekday morning ritual. We are the kindest gesture of neighbors. We are home. We are family. We are friends.
In this section, you can:
- Learn more about our company, including its history and leadership, in the Company Overview section.
- Review financial news, reports, stock information and other investor resources in the Investor Relations section.
- Browse our recent press releases, news articles about Panera Bread and various media resources in the Press Room.
- Find out about the exciting and rewarding Career Opportunities available at Panera Bread.
- Visit the Franchise Information section to find out more about franchising opportunities with Panera, including qualification criteria and available markets.
- See how we give back to the neighborhoods we're a part of by visiting the In the Community pages.
- Tell us about your experience in our bakery-cafes, or just ask us a question in the section.