Process Improvement Officer (Digital Channels and Loyalty)

Jollibee Group; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jollibee Foods Corporation is seeking a Process Improvement Officer to lead design, development and continuous improvement of store and business model innovations across digital channels, access points and loyalty programs.

You will drive efficiency, customer experience, and profitability by collaborating with Finance, Marketing and Operations, while implementing new technologies and ensuring training for store teams in a hybrid Ortigas, Pasig setup.

Qualifications

• Graduate of Industrial Engineering, Business Management, Information Technology or related field.
• 3–5 years of relevant work experience.
• Knowledgeable in system integration, interconnection, and project deployment.
• Proficient in Excel and PowerPoint; knowledge in Power BI is an advantage.
• Experienced in improving processes and services by enhancing store operations, service standards, and implementing technologies for delivery, digital payments, and loyalty programs.
• Skilled in developing and launching technology solutions such as loyalty programs/platforms, operationalizing technical requirements at store level, and supporting delivery initiatives.
• Able to identify and create new business opportunities by defining requirements, setting standards, and ensuring proper testing and alignment with business goals.
• Willing to work in Ortigas, Pasig (Hybrid Work Setup).

Responsibilities

• Develops projects on process efficiency for digital channels, access points and loyalty.
• Prepares material for store cascade covering service standards, processes and system navigations.
• Assesses and suggests improvements to the QMS and processes.
• Organizes campaigns to ensure proper execution of channels processes and standards.
• Coordinates knowledge transfer for store personnel training to L&D.
• Benchmarks best practices in business channels development and drives continuous improvement.
• Monitors operations efficiency metrics based on audits and CSAT trends.
• Works with Finance to determine financial impact of channel initiatives.
• Partners with Marketing on sales and awareness programs for channels and access points.
• Sets store criteria to ensure profitability of deployments and monitors channel economics.
• Develops cost management programs with key stakeholders.
• Identifies business requirements and creates cases for new channels and access points.

Skills

Process improvement

Data analysis

Stakeholder management

Cross-functional collaboration

Education

Industrial Engineering / Business Management / IT

Tools

Excel

PowerPoint

Power BI

Job description

Title: Process Improvement Officer (Digital Channels, Access Points, and Loyalty)

The Process Improvement Officer (Digital Channels, Access Points, and Loyalty) provides general leadership in supporting the company's sales and profit objectives through the design, development and continuous improvement of store and business model innovations, with management channels and its respective access points.

Key Responsibilities:

Speed and Efficiency

• Develops projects on process efficiency, customer experience and store level technologies for digital channels, access points, and digital loyalty.
• Develops all relevant material/information for store cascade involving service standards, processes and system navigations.
• Assesses and challenges existing QMS and recommends improvement areas.
• Campaigns or organizes retooling sessions to ensure proper execution of channels processes and standards.
• Coordinates and completes the knowledge transfer for proper store personnel training to L&D.
• Benchmarks best practices of different organizations in terms of Business Channels development and drive continuous improvement of the process across SBUs.

Customer Experience

• Monitors operations efficiency metrics/index based on audits, CSAT or other external trends, competitors.

Channel Profitability

• Works with Finance on determining financial impact of initiatives on channels or access points.
• Works with Marketing on sales/awareness building programs for the channels/access points.
• Determines store criteria for channel or access point applicability to ensure profitability of deployment.
• Monitors channels box economics and hitrate of store network.
• Develops cost management programs with the help of key stakeholders.

New Access Points Development

• Identifies business requirement specifications and business case for the development of new channels and access points.
• Develops store standards and guidelines for new business channels and access points; determines requirements for channels accreditation process.
• Executes testing and sign-off of developments directly/indirectly relating to store-interface access points.

New Access Point & Technology Development

• Executes testing and sign-off of developments directly/indirectly relating to store-interface access points.
• Monitors, analyze and communicate performance of feature releases.
• Monitors platform and access point metrics.

Access Point and Technology Deployment

• Executes onboarding of stores to existing and new access points, aggregator and digital payment platforms.
• Identifies criteria and recommends applicable stores for channels expansion.
• Includes initial store onboarding, user data (store user and main officer user) maintenance, store data maintenance on access points.
• Creates and monitors readiness checklist completion of Operations.
• Executes onboarding of stores to digital payment-related technologies and innovation.
• Includes deployment of new tenders and payment options.
• Identifies criteria and recommends applicable stores for expansion.
• Includes initial store onboarding, user data (store user and main officer user) maintenance, store data maintenance.
• Creates and monitors readiness checklist completion of Operations.

Complaints Management

• Monitors leading and lagging metrics attributed to platform and process efficiency.
• Generates regular complaints management report as a means to determine systemic issues.
• Conducts root cause analysis of systemic issues on platforms or processes; escalates issues and monitors resolution by responsible unit.

Job Qualifications:

• Graduate of Industrial Engineering, Business Management, Information Technology or any related field.
• With 3-5 years of relevant work experience.
• Knowledgeable in system integration, interconnection, and project deployment
• Proficient in Excel and PowerPoint; knowledge in Power BI is an advantage.
• Experienced in improving processes and services by enhancing store operations, service standards, and implementing technologies for delivery, digital payments, and loyalty programs, including tracking efficiency and customer satisfaction results.
• Skilled in developing and launching technology solutions such as loyalty programs/platforms, operationalizing technical requirements at store level, and supporting delivery initiatives.
• Able to identify and create new business opportunities by defining requirements, setting standards, and ensuring proper testing and alignment with business goals.
• Ability to resolve complaints and recurring issues through performance monitoring and cross-team coordination.
• Willing to work in Ortigas, Pasig (Hybrid Work Setup).

Jollibee Foods Corporation is the hiring entity for this requisition.