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Overview

Chick-fil-A's In-house Agency (IHA) is growing rapidly, entering its 5th year as an established department, producing thousands of assets across all channels. The in-house agency streamlines and optimizes the creative and production processes, providing better, faster and cheaper creative assets to Operators and Staff stakeholders.

The Operator Services Project Lead serves as the trusted advisor to Operators, Restaurant Marketing Director (RMDs), Area Marketing Directors (AMDs) and strategic partner to the Marketing Consultants, creating tailored creative services and solutions to address the evolving, unique marketing challenges across individual markets and local Restaurants.

This is a unique role, tasked with serving MAP markets, and managing employer brand campaigns from a national, market and local level, supporting Operators/Restaurants in their custom employer brand needs.

The Operator Services Project Lead will be responsible for managing three bodies of work in the Operator Services space:

• Account Manager for Market Acceleration Program (MAP) Markets
  • Provide regionalized support to approximately 40 MAP markets, offering more in-depth consultative services to these markets when the market has a creative need. Support all Tier 3 complex and custom projects for assigned markets by working with creative team to develop creative assets.
  • Test local creative services option for the field, which will require leveraging the innovation process to plan, understand, imagine, protype, validate and launch to determine how the In-house agency can best serve local restaurants.
  • Provide strategic creative guidance to MAP markets via consultative calls with the Area Marketing Directors or Lead Operators.
  • Partner with Marketing Consultants to evaluate MAP projects and collaborate on strategic solutions for the market and the brand at larg e
    
• Operator Photo and Video Services
  • Project manage all Operator Photo and Video Services projects from beginning to end.
  • Manage all communications with the Operator and AMD, direct a producer/freelancer on each shoot, provide feedback accordingly, and traffic all final files.
  • Optimize the current process for producing and managing Operator Photo and Video Services, including the final deliverable upload process to internal Operator websites.
    
  • Work with accounting to bill local FCRs and MAP billing reports for local and market level productions.
    
• Project Manager for Employer Brand National Creative Campaigns
  • Manage the National Employer Brand campaign by partnering with channel leads on direction and deliverables. Ensure creative is on-brand, on-brief and approved across all parties within Performance Marketing and Team Member Experience teams.
  • Lead In-house Agency art directors, copywriters and designers in development of Employer Brand concepts and deliverables across campaign channels. Ensure the concepts and deliverables can scale from the national campaign to the market and local level.
  • Partner with the In-house Agency trafficking team to ensure Employer Brand creative is trafficked flawlessly at the National and Market levels.
  • Follow internal legal review process and ensure new Federal Trade Commission (FTC) laws are accounted for in development of new concepts.
  • Analyze Employer Brand performance data to make informed decisions of current and future creative options.
  • Co-develop market and local level Employer Brand concepts for MAP markets and local Restaurants by providing instructional resources and internal communications for Operators and Team Members that participate and hosting their teams at photoshoot and video productions.
  • Partner with internal Studio and Social Media Publisher teams to upload local level employer brand creative.
  • Serve as a liaison to Marketing Consultants for Employer Brand creative and resources.

• Collaborate with Lead Operators and AMDs on Tier 3 market level creative requests.
• Consult to Operators and RMDs when localized employer brand advisement is required.
• Partner with In-house Agency teams from Creative to Studio/SMP field technology for regular analysis of new employer brand resources to provide enhanced creative and further populate The Studio to better meet the needs of the field; all with the intent to best serve Operators and reduce the need for custom creative.
• Assist Digital Asset Management System lead on the development of Project Management tool to create seamless process for markets and restaurants to submit project and production requests and review creative as well as store all market final assets for seamless integration and optimization across future MAP projects.
• Coordinate with Brand Strategy and Brand Design to advise on unique brand guardrails and Visual Identity Standards (VIS) situations/opportunities.
• Collaborate with subject matter experts and channel owner teams across Brand Strategy, Advertising & Media (BAM) and Marketing to develop and support new employer brand initiatives.
• Consult with Marketing Consultants and Operations Leads to ensure unique requests are on strategy before developing custom creative solutions and proactive resources, and then equip them with information to share with Operators and markets.
• Partner with legal for creative review and various compliance needs - legal copy in creative, submission form copy and service agreement language.
• Communicate with Finance and Accounts Receivable (AR) to ensure processes for billing Fee Calculation Reports (FCRs) and MAP market accruals.
• Partner with Corporate Communications to create internal communications plans.
• Partner with HELP teams to equip and properly field questions.
• Partner with Digital Transformation & Technology teams as needed for tech solutions to streamline/automate process.

• Challenge while maintaining trust
• Provide objective analytical rationale, while recognizing subjective feedback that comes with creative
• Influence Operators without having a decision-making role.

• Exercising superb communication skills
• Translating marketing resources, tactics, and insights into creative and production solutions
• Executing proficient consultation around creative trade-offs, rationale for recommendation, marketing effectiveness and tactical opportunities
• Being a student of marketing (internal and external) and the restaurant business
• Driving business results for Operators and markets
• Showcasing the ability to achieve results through others
• Being resourceful through collaboration with other teams
• Demonstrating a self-motivated mindset in driving results
• Being a quick learner, with both high workload capacity and strong results orientation
• Demonstrating a strong problem solver mindset that thrives in innovating process to launch more succinct streamlined solutions, yielding excellent customer service
• Delivering the best solutions to meet the needs of Operators and team members with a customer-first mindset
• Thriving in a team environment, working across internal and external teams to accomplish goals
• Embodying a service mindset as the Operator Services team is here to best serve Operators and the brand

• Bachelor's Degree in marketing, business or communications.
• 5-7 years of experience in marketing account management and/or project management.
• Experience in restaurant, hospitality, entertainment, and/or food & beverage marketing.
• A creative and analytical thinker with a strong strategic mind and a willingness to take risks.
• Manages deadlines and quickly adapts and re-prioritizes to deliver results.
• Ability to work independently with minimal direction.
• Ability to "think on their feet."
• High attention to detail.
• Maintains highest level of confidentiality.

• Rising Star: Candidates currently in dynamic positions at agencies or brands, with a track record working on complex projects.
• Passion: Go-getter with the relentless pursuit of excellence in a competitive, changing landscape.
• Influencer: Proven ability to influence groups that may start out with varied POVs, and bring those groups together around shared strategies and plans that lead to effective execution.
• Consultative mindset to partner with Markets and local restaurants and consult to goals of the Market, challenge when needed, and provide guidance when ideas are not on strategy.
• Versatile and Savvy: Enjoys the blend of being skilled at relationships, communication, analytical synthesis, innovative thinking and conflict resolution; an enthusiastic bridge builder across disciplines, groups and personalities.
• Prudent: Has experience with financial planning, ROI management, detailed reporting and analytical toughness.
• Motivation: Strong relationship building and communications skills, able to balance demanding needs while simultaneously motivating people to think strategically and creatively.
• Analytical: Strong analytical sensibilities, able to drive and dig into the analytics process and champion insights.
• People: Fits Chick-fil-A's culture. Personable and approachable. Exhibits strong interpersonal skills that encourage team cooperation, promotes enthusiasm, and motivates relationship-building.
• Strategic: relentlessly searches for solutions, elements of strategy to tweak, and understands Operator and Market mindsets - finding key win-win-wins as a result. Sees the necessity and power of advertising to grow business. And adjusts and adopts new practices as needed and quickly.
• Versed: contains deep and confident knowledge of the marketing ecosystem, with an eye toward how the QSR industry players and other leading iconic brands are utilizing marketing tools and tactics and has a finger on the pulse of emerging trends.

• Excellence: Gives personal best every day; demonstrates positive attitude and confidence; sets high standards and meets self- expectations; pursues everything with energy, drive, and a need to finish; is committed to and works actively to growing and developing capabilities and capacity; seeks feedback on performance and acts upon feedback received; practices accountability.
• Communication Skills: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; steadfastly pushes self and others for results.
• Creativity: Doesn't push too hard, let's intuition guide. Thinks across disciplinary lines; uses the insights or techniques from one discipline to take on the challenges of another. Passionately curious. Thinks and learns and practices their craft all the time. Isn't discouraged if failure occurs again and again. Tries things that don't work. Learns from mistakes. Persistent.
• Making Complex Decisions: Can solve even the toughest and most complex of problems; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation.

• 7+ years of experience in account management, consulting or marketing strategy.
• Experience working in a quick service restaurant environment, preferably a Chick-fil-A restaurant.