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Systems and Analytics Manager
at Dunkin Brands
Canton, MA

Systems and Analytics Manager
at Dunkin Brands
Canton, MA

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Do you want a fast-paced and exciting work environment? Grab a coffee, let’s chat.

Who We Are-

With an energy that is infectious and a singular dedication to building on our successes, our people have grown our company into one of the world’s leading franchisors of quick service restaurants with more than 19,000 points of distribution in more than 60 countries worldwide. The success that we have built from our many years of creating products that people love is something we delight in sharing with our approximately 1,100 employees. But the best part about working at Dunkin’ Brands is being associated with well-known brands that people identify with great taste, delicious products and consistent service across the globe.

We are poised for even greater success, and we need enthusiastic people who are looking for career growth at a company that encourages innovation and nurtures entrepreneurial thinking. If you enjoy a fast-paced environment, have a positive attitude, and are looking for a company that invests in its employees then please apply! For more information, please visit www.dunkinbrands.com

What You’ll Be Working On-

This position is responsible for administration of Salesforce Service Cloud customer service database and interface, including Knowledge base and upcoming integration with customer facing chat and chatbot functionality, as well as data analysis for 4 call centers and 1 million total annual contacts. The role is responsible for leading the analysis of actionable data to drive optimal decision making for Dunkin’ and Baskin-Robbins. This includes making operations and marketing recommendations based on feedback from guests and franchisees. Recognize trends and make recommendations as to root causes of issues – forward planning for the improvement of guest and franchisee contacts including new technology implementation and vendor management for implementation. This role manages the Associate Analyst position, which includes the rep performance review and calibration, and the newly-created Communications Analyst position, which handles the internal Knowledge Base and chat bot integration.

  • Lead and manage data analysis for guest and franchisee calls and emails that drives decision making for both DD and BR brands – including strategy development
  • Correlate sales and business data with Guest Support data to understand systemic and actionable issues that support Marketing and Operations to make decisions that positively influence the guest.
  • Utilize data analysis to support field leadership to understand issues and concerns in their regions that enables better decision making
  • Develop monthly presentations and recommendation summaries presentation for Operational VPs, Regional VPs, and franchisees.
  • Lead technology development and solutions, and proactively plans for improvement (Salesforce suite of products: Service Cloud, Knowledge, and Einstein chat)
  • Lead communication with other internal teams on software and data-sharing issues (IT, BI, CBIG, Finance)
  • Manage relationship with IT, specifically regarding Salesforce partnership/contract
  • Maintain integrity of CRM database, including millions of customer contacts and address records
  • Create tools and systems for the field team and franchisees to better resolve issues in the restaurant and redevelop guest recovery systems
  • Recognize escalating trends from collective data analysis and quickly diagnoses potential root causes
  • Work with other business units to develop appropriate responses for new or complex issues relating to customer inquiry and feedback – including appropriate processes and coding
  • Collaborate with department leadership to support decision making for Guest, Franchisee and Social Media support teams
  • Manage the day to day activities and development of the Associate Analyst and Communications Analyst

What You’ll Need-

  • Bachelor’s degree required, Master’s preferred
  • 7+ years’ experience in big data analysis
  • 5 years’ experience as a Salesforce admin; experience with Service Cloud and Einstein chat strongly preferred
  • Knowledge of restaurant operations as well as franchisee organizations
  • Experienced with managing and developing a team
  • Understanding of the franchisor/franchisee relationship is a plus
  • Ability to recognize escalating trends quickly and uncover potential root causes

Additional Perks

  • 1:30 release every Friday
  • On site fitness gym
  • Casual dress code- jeans every day!
  • Endless supply of coffee, ice cream and donuts! ­­

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