Manager|Guest Services|Popeyes Marketing

Jubilant Corporate Open · verified Sep 10, 2026

India Full-time Manager General Marketing

Mid-level General Marketing role at Jubilant Corporate. India · full-time.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Create consistent service rules and recovery playbooks for dine-in, take-away, and delivery
Use CSAT, NPS, complaint resolution TAT, and repeat complaint rate to lead improvement plans
Review survey, social, app, aggregator, and call-center feedback to uncover recurring causes
Resolve serious cases involving food safety, service breakdowns, or refunds, and oversee guest-care channels
Coordinate service fixes and share guest insights through dashboards and periodic leadership reviews

What you bring

You can manage sensitive guest complaints and work with Legal or Compliance on health, safety, and reputation risks
You can build guest-care processes, oversee vendors or BPO support, and report satisfaction and resolution trends

Who this fits

This role suits someone who can lead guest experience across physical and digital ordering channels while coordinating with Operations, Marketing, Culinary, Product Development, and other teams. The listing does not specify a work location, travel, visa conditions, or whether the role manages direct reports.

From the employer

Guest Experience Ownership
Define and drive the guest service standards, SOPs, and service recovery protocols
across dine-in, take-away, and delivery channels.
Own guest satisfaction KPIs (CSAT, NPS, complaint resolution TAT, repeat complaint
rate) and drive continuous improvement action plans.
Monitor guest feedback across surveys, social media, app reviews, aggregator ratings,
and call center logs; identify recurring pain points and root causes.
Escalation & Complaint Management
Lead resolution of high-severity or escalated guest complaints (food safety, service
failures, refunds) within defined TATs.
Build and manage a guest care/helpdesk framework (calls, chat, email, social) including
vendor/BPO oversight if applicable.
Partner with Legal/Compliance on sensitive cases (health, safety, or reputational risk).
Cross-Functional Collaboration
Work with Operations to fix recurring service gaps (speed of service, order accuracy,
hygiene, ambience).
Work with D2C/App/Aggregator teams to resolve digital ordering and delivery experience
issues.
Share voice-of-guest insights with Marketing, Culinary, and New Product Development
teams.
Reporting & Analytics
Build dashboards and periodic reports on guest satisfaction trends, complaint
categories, and resolution performance for leadership.
Present monthly/quarterly guest experience reviews with actionable recommendations.