Marketing Technology Product Lead

Chick-fil-A’s In-House Agency (IHA) is growing rapidly, in 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, cheaper and consistent creative assets to Operators and staff stakeholders. This individual will manage two field facing software systems leveraged by over 3,000 Chick-fil-A Restaurants. First, The Studio, which is the Restaurant facing portion of our Digital Asset Management system and contains thousands of approved marketing assets and customizable templates. Next, management of our Social Media Publisher (SMP) tool which is utilized by restaurants for engagement with Customers via social channels at the local and market level.

As "The Studio" Product Lead, this role will create and constantly optimize The Studio platform roadmap and user experience to drive platform stability, performance, and enhancements with the end-user in mind. He/she will manage and maintain all Restaurant facing visual content including videos, photos, images, logos and customizable templates along with the correlating usage rights files. He/she will partner with internal stakeholders to determine needs, clarify specs and deadlines to ensure that projects are delivered on time. The Studio/SMP lead will be the captain of the The Studio system, centralizing all assets and templates and therefore boosting efficiency, consistency and keeping our brand on track by identifying the most current content for the field and Staff. Additionally, this person will provide vision-casting and collaboration among other stakeholders to evolve The Studio into a "one-stop shop," consolidating multiple systems into one platform to provide a seamless and more simplified user experience for Restaurant leaders. A natural leader with a love for tech with strong attention to detail and customer focus would thrive in this role.

As Social Media Publisher Product Lead, this role will provide leadership and clear vision for the programs and processes available to the franchise community to schedule social media, paid campaigns and manage responses to comments and reviews. While maintaining current state, they will learn, assess and innovate how these programs can be integrated into the greater technology and service infrastructure IHA is building to support Operators. He/she is a natural problem solver and thrives in innovating process to launch more succinct streamlined solutions. Must be customer focused.

Reporting to the Operator Services leader, this individual will partner with our Digital Asset System Lead, Information Technology Business Analyst, and will engage daily with the In-House Agency team, stakeholders across Marketing and potentially other departments. Seeking a tech-minded leader with an understanding of creative production.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities for this role span across the following areas:

The Studio:

• Responsible for owning the vision, roadmap, communication plans/materials and accountability for this platform.
• Partners cross-functionally and strengthens relationships with software vendor, DAM system lead, Marketing Technology and DTT to develop platform roadmap and success plan.
• Manages customizable template system, including uploading of assets and templates, prioritizing needs and continued maintenance and development of user experience.
• Partners with Chick-fil-A Support Now to ensure proper field support with response time to the field in under 24 hrs.
• Works with vendor to write technical requirements and prioritize sprint planning to meet quarterly goals.
• Adheres to information architectures, taxonomies, metadata schema, controlled vocabularies and other data management techniques as established by the Digital Asset System Lead.
• Serves as the point of contact in Chick-fil-A’s In-House Agency, fielding requests for various deliverables and working with designers to distribute accurate assets.
• Collaborates with business partners and end users in managing digital assets and templates from inception to storage and resurfacing.
• Verifies end user eligibility for access to and distribution of materials.
• Maintains a high standard of excellence for end-user experiences, constantly consulting with and enhancing Operator and Restaurant Marketing Director usability.
• Provides training support to power-users and key stakeholders.
• Monitors usage and empowered to make system and content changes to help improve field user experience.
• Collaborates with Custom Creative lead to track trends and usage reporting to drive development of new content.
• Oversees contractors that also assist in user experience, custom template development and asset upload.
  
  

Social Media Publisher (SMP):

• Responsible for casting vision, roadmap, communication plans and accountability for this platform.
• Leads current state management of Social Media Publisher (SMP) platform.
• Evaluates software vendor on an ongoing basis to determine if they fit the current needs of the business.
• Owns relationship with vendor and sets clear expectations for vendor for Chick-fil-A field support, response times, issue resolution.
• Collaborates cross functionally with DTT to ensure location data is properly syndicated and to prevent connectivity issues.
• Works with New Restaurant Planners to create clear processes for new Restaurant integration into Social Media Publisher.
• Increases field adoption and satisfaction of Social Media Publisher by implementing new features and a variety of content.
• Demonstrates persistence and determination to achieve resolution with difficult issues as they relate to Meta and Social Media Publisher.
• Partners with Chick-fil-A Support Now and vendor to ensure proper field support.

Additional Responsibilities:

• Troubleshoot Facebook Business Manager issues as Restaurants experience connection problems.
• Represent the Customer and Chick-fil-A Brand throughout the business in both formal and informal cross functional interactions.

Skills and abilities:

• Heart to serve the field paired with strong customer service skills.
• Strong time management skills with the motivation to work independently and efficiently.
• Familiar with the creative production process.
• Well versed in Adobe Creative Suite, specifically Adobe Photoshop, Illustrator and InDesign.
• Good interpersonal skills to build working relationships.
• Ability to balance multiple requests against inflexible deadlines.
• Comfortable training power-users and key stakeholders in person or virtual training.
• Excellent communication skills, both written and verbal, including comfortable/experienced presenting to large groups (500+) virtually and in person.
• Naturally responsive and ability to prioritize workload and serve with urgency Agency experience a plus.
• Takes initiative to ensure a positive User Experience for the system
• Highly organized with great attention to detail.
• A team player who can take initiative, understands how to work effectively in a fast-paced, evolving organization.
• Excellent client relationship skills and experience working with high touch clients.
• Confident to make recommendations and jump in to help where/as needed.

• Bachelor's degree
• 5 years of professional work experience
  
  

• 7+ years of professional work experience
• Experience in a marketing communications or agency environment
• Agile, Scrum, or Product Owner experience
• Experience working with a Digital Asset Management (DAM) solution for a large organization (>100 people)
• Experience in DAM workflow including metadata tagging
• Experience working in Adobe Photoshop, Illustrator and InDesign
• Ability to work in a fast-paced agency environment, fulfilling requests from multiple stakeholders