Senior Manager, Guest Experience

Stand For Something Good

Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with a Team Appreciation Day, unlimited meal discounts, volunteer opportunities, and so much more. If you’re looking for a deeply fulfilling, financially rewarding, and really fun career, you’re in the right place.

Senior Manager, Guest Experience

The Senior Manager, Guest Experience is responsible for all guest facing touchpoints at Shake Shack are additive to the guest and team member experience and live up to the Shake Shack brand. This includes visual merchandising, packaging experience and team member attire.

Visual merchandising responsibilities include setting the merchandising strategy and facilitating content updates across Shake Shack’s channels –In Restaurant, App, Web, Kiosk, Menu Boards, Drive-Thrus etc. The role focuses on visual merchandising that is representative of the brand, aligns with brand messaging strategy, maximizes conversion and upsell, while supporting key items, launches and campaigns.

This role will ensure that all packaging elements and team attire provide an elevated guest/team member experience and are in line with the Shake Shack visual identity. They will serve as the key point of integration for packaging and team member attire updates within a cross function team and agency partners.

The Senior Manager, Guest Experience collaborates with cross-functional teams (digital, regional marketing, copy, analytics, design, legal, brand, etc.), stages, tests and deploys content to the key channels via Content Management Tools. This individual contributes to defining and optimizing the end-to-end merchandising production process, tool kit standards and best practices.

Key Responsibilities

• Define key content templates for all channels – in collaboration with our cross-functional teams; develop variations that support
• Build business requirements for a new content management tool; serve as business owner for a content management tool, integration and ongoing support
• Build a content and merchandising strategy that supports SEO, conversion, upsell and cross-sell; work closely with the analytics team to define key success metrics for our merchandising strategy
• Translate communications strategy into merchandising strategy, packaging and team attire strategy that ensures all touchpoints along the guest journey map against communications priorities while reinforcing the brand look, feel and tone. Audit and ensure consistency of imagery, key items, campaigns and strategic priorities across all channels

Skills & Knowledge

• Creative and strategic storyteller with a blend of creative craft and analytical mindset.
• Excellent verbal communication skills
• Ability to adapt, work well under pressure and changing deadlines
• Excellent project management and organizational skills
• Excellent critical thinking skills
• Ability to think holistically about a project
• Ability to work both autonomously and collaborating with a large number of teams
• Excellent attention to detail

Qualifications

• Knowledge of both print and digital merchandising.
• 5+ years work experience
• Experience crafting and maintaining brand style guides for merchandising
• Previous experience in either printed merchandising or digital (ideally both)
• BA in an applicable field of study

Pay Range - $118,595.00 - $151,245.00

About Us

Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."

We are expanding across the U.S. and around the world! Join our #ShackFam

Shake Shack is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.

Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.