Customer Experience Consultant

Craveable Brands; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Craveable Brands is seeking a Customer Experience Consultant to travel across the Red Rooster network, coaching franchise partners and restaurant teams to lift customer experience and operational standards. The role is highly field-based, working alongside franchise partners to identify capability gaps and embed practical development plans that improve guest satisfaction and consistency across restaurants.

You will assess operations, demonstrate best-practice procedures, and provide hands-on

Qualifications

• Experience within multi-site QSR, retail or hospitality operations.
• Demonstrated experience coaching, mentoring and developing leaders or frontline teams.
• Ability to influence stakeholders and drive positive behavioural change.
• Strong communication and relationship-building skills with the ability to gain trust quickly.

Responsibilities

• Franchise Partner Coaching & Capability Development: Deliver tailored coaching programs that strengthen Franchise Partner capability in restaurant leadership, team management and operational execution.
• Customer Experience & Operational Excellence: Assess restaurants against customer experience, service delivery, product quality and operational execution standards.
• Performance Improvement & Network Support: Diagnose underlying causes of underperformance and implement targeted action plans across the network.
• Stakeholder Engagement & Business Alignment: Build trusted relationships with Franchise Partners, Restaurant Managers and Support Centre stakeholders and ensure improvement strategies are aligned.

Skills

Franchise coaching

Stakeholder influence

Operational excellence

Restaurant systems

Job description

About Us

Red Rooster has been serving Australians for more than 50 years. Famous for its roast chicken and fried chicken favourites, Red Rooster serves 100% Australian chicken across more than 300 restaurants nationwide. With the majority of restaurants locally owned and operated, Red Rooster remains one of Australia's most iconic and trusted food brands.

As customer fanatics,we’re all committed to success and can see the outcomes of our efforts. You can even taste it.

About the Role

Reporting to the Customer Experience Lead, the Customer Experience Consultant is responsible for improving customer experience, operational execution and team capability across underperforming restaurants within the Red Rooster network. Working directly alongside Franchise Partners and restaurant teams, you will assess operational performance, identify capability gaps and implement practical coaching and development plans. This role is highly field-based and requires extensive in-store engagement to embed sustainable operational improvements. Success is measured through stronger customer experience outcomes, improved operational standards, increased franchise capability and greater consistency across the restaurant network.

Key Activities Include

Franchise Partner Coaching & Capability Development

• Deliver tailored coaching programs that strengthen Franchise Partner capability in restaurant leadership, team management and operational execution.
• Provide ongoing guidance and feedback to support behavioural change, accountability and improved business performance.
• Adapt coaching approaches to suit varying levels of capability, engagement and readiness for change across the network.

Customer Experience & Operational Excellence

• Assess restaurants against customer experience, service delivery, product quality and operational execution standards.
• Work side-by-side with restaurant leaders and teams to demonstrate best-practice operating procedures and service behaviours.
• Identify operational gaps impacting guest satisfaction and implement practical solutions that improve consistency and customer outcomes.

Performance Improvement & Network Support

• Diagnose the underlying causes of operational underperformance and implement targeted action plans to address capability and execution issues.
• Support Franchise Partners to interpret performance measures and prioritise actions that improve customer and operational outcomes.
• Provide focused support to priority, at-risk or underperforming restaurants across the network.

Stakeholder Engagement & Business Alignment

• Build trusted, productive relationships with Franchise Partners, Restaurant Managers, Assistant Managers and Support Centre stakeholders.
• Influence behavioural and operational change through coaching, credibility and hands‑on support.
• Collaborate with internal teams to ensure improvement strategies are aligned and sustainable across the network.

About You

Essential

• Experience within multi-site QSR, retail or hospitality operations.
• Strong understanding of restaurant systems, service standards and operational performance drivers.
• Demonstrated experience coaching, mentoring and developing leaders or frontline teams.
• Ability to influence stakeholders and drive positive behavioural change.
• Strong communication and relationship-building skills with the ability to gain trust quickly.

Desirable

• Experience operating within a franchise business model.
• Exposure to turnaround, operational improvement or consulting environments.
• Formal training or certification in coaching, leadership development or adult learning.

Never boring or slow, you'll work with passionate people, gaining skills and building friendships you can carry with you for the rest of your life.

And when you're part of Red Rooster, you're part of Craveable Brands, a national team that offerscareer opportunities far beyond your local restaurant.

We truly believe that bringing together people from diverse backgrounds is key to our ability to continue to grow and do our best work. That’s why we want you to apply even if you don’t think you tick all the boxes – we’re looking for many different skills and abilities to build our culture.