The role internalizes all online guest communications and informs the Marketing team as the voice of the Guest.
The second largest burger chain in Canada, A&W Food Services of Canada Inc. is a Canadian owned company that generates over $1 billion in revenues through more than 900 franchised restaurants. A&W has articulated Climate Goals that sustain an exceptional corporate culture. With a steadfast commitment to Climate Goals and strategy, A&W has consistently earned recognition as a highly successful enterprise and one of Canada’s Best Managed Companies.
Based at A&W's Head Office in North Vancouver, the Online Guest Response Coordinator is a member of a dynamic marketing team. The Online Guest Response Coordinator represents A&W as the online voice of the brand. The role internalizes all online guest communications and informs the Marketing team as the voice of the Guest. The role is responsible for monitoring the brand’s public-facing online communications platforms, providing guests with real-time responses to questions, concerns and feedback, monitoring and reporting on trends in online guest inquires and proactively identifying opportunities to better meet the needs of guests and to reduce the likelihood of future concerns. The Online Guest Response Coordinator reports to the Manager, Brand Communications. The position works closely with representatives of A&W’s corporate Marketing, Operations and Purchasing & Distribution teams as well as with external partners, including advertising and public relations agencies.
The candidate must be fluently bilingual in French and English and possess authentic passion for the A&W brand and a deep commitment to customer service. Able to articulate friendly, clear and concise responses in written and oral formats, the candidate must have excellent judgement and a proactive, positive style. A resilient team player, the candidate must possess a positive attitude and excellent time-management, administrative, listening, writing and verbal communication skills. With strong analytical, problem-solving and organizational skills, the candidate must be an integrative thinker who remains calm under pressure, has the wisdom to discern and effectively manage high-risk, hostile or malicious communications. Able to work independently and stay motivated with repetitive, high-volume tasks, the candidate is a confident self-starter with flexibility, common sense and excellent attention to detail. A systems thinker, the candidate must have the capacity to embrace the big picture and know when to seek advice. The ideal candidate will possess a degree in Commerce or Business Administration with a Marketing or Communications specialization. It would be an asset to have hands-on experience in monitoring social media in a dynamic context.
All qualified candidates are encouraged to reply, in confidence, quoting file #14640 to firstname.lastname@example.org. Please forward a cover letter and resume as one WORD file. We thank all and acknowledge all applicants and will proactively contact those selected for interviews.