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Digital Merchandising Manager

TGI Fridays Corporate Office

This is a Full-time position in Dallas, TX posted June 9, 2021.

JOB TITLE: Digital Merchandising Manager

OPERATING GROUP: Fridays Support Center

FUNCTION: Digital Team/Analyst


REPORTS TO (TITLE): Director, Digital

Role Purpose

To support Fridays Off-premises business by creating and maintaining Fridays digital content across multiple channels.

To manage restaurants and promotions in Friday’s Digital platform and e-commerce channels.

To serve as liaison between off-premises partners and Franchisee partners and to support new Digital initiatives through testing new releases and producing reporting.

Key Responsibilities & Accountabilities

Tactical Operations:
Serve as liaison for menu set up and menu issues between stores and Delivery partners, including leading merchandizing optimization meetings between affected parties.

Manage Hybris catalog and promotion codes.

Manage Olo catalog.

Manage Aloha Online Ordering Catalog and issues, including escalating and guiding the POS team on requested fixes.

Manage Micros Online Ordering Catalog and issues, including escalating and guiding the POS team on requested fixes.

Serve as Point of Contact for Help Desk/Service Now to address Online ordering, menu issues.

Create Knowledge Base articles for the Help Desk.

Continuously train the Help Desk on best practices.

Perform root cause analysis on recurring schedule and menu issues.

Actively monitor system performance, and escalate to onshore and offshore resources to resolve issues.

Manually assist all non-integrated tablet locations as necessary.

Monitor Digital and Delivery inboxes for all internal store, Strat Ops, and DO requests Monitor Digital and Delivery inboxes for vendor partner inquiries for the Digital Team.

Facilitate onboarding and offboarding of locations, internally and with all affected external partners.

Manage and synchronize requests for changes to store hours in Hybris, DAC Umbraco, DAC Launchpad, Google Sheets, Olo, and Google My Business.

Manage requests for third-party listing updates via DAC Umbraco, DAC Launchpad, and Google My Business Manage requests for store page updates via DAC Umbraco and DAC Launchpad.

Utilize SQL to troubleshoot integration issues.

Use API clients (Postman) to test and troubleshoot API endpoints
Strategic Projects:
Liaison and point of contact for all DPM account managers Grow Delivery business, including identifying operational, technical, promotional and contract opportunities.

Manage off-premise menu projects for Food, Brand meetings, scope awareness.

Partner with the Marketing and Culinary teams to represent the Fridays Digital Team and end-users.

Active participant and Digital representative on weekly Support Center calls.

Partner with Fridays Development and external vendors to design, test, and troubleshoot integrations.

Document detailed use cases and requirements for proposed functionality and bugfixes.

Support internal and external software developers by ensuring all test environments are accurate and ready for end-to-end QA software testing.

Support User Acceptance Testing and Production Testing in support of all Fridays and Vendor software releases for the Website, Mobile App, Loyalty, Store Locator, and Mulesoft platforms.

Support marketing promotional initiatives through Online Ordering Promotion Setup and test for accuracy.

Propose, conduct, and analyze results of menu and category merchandising tests.

Measures of Success
Accuracy of menu in digital channels; if issues exist, availability 7 days a week, with same day turnaround time Users’ ability to apply promotions without issues when promotion is live.

Available 7 days a week to assist in number of helpdesk tickets and Central ops requests resolved within 24 hours.

Qualification Requirements
Bachelor’s degree in business preferred.

–5 years of experience using a content management or ERP system.

3+ year experience in an online operations role Experience working with third-party vendors Experience of integrating systems across both on premise and cloud-based environments for internal and external stakeholders.

Point of Sale experience is desired.

Knowledge, Skills and Abilities
Extreme attention to detail is a must.

Great organization skills.

Strong verbal and written communication skills.

Flexible personality that adapts to challenges.

The position requires the candidate to work independently with general supervision.

Proven analytical skills, strong intellectual curiosity Experience using API clients (ideally Postman) to test and troubleshoot API endpoints Point of Sale experience is desired.

Intermediate SAP Commerce administration skills.

Knowledge of JIRA ticketing and workflow processes.

Ability to document well-defined software requirements and use cases.

Basic SQL skills.

Job Type: Full-time

Pay: $60,000.00
– $100,000.00 per year

401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Parental leave Referral program Retirement plan Vision insurance
8 hour shift Monday to Friday On call
Supplemental Pay:
Bonus pay
COVID-19 considerations:
All Support Center employees are required to wear a mask when walking around unless fully vaccinated.

Employees are able to work from home most of the time.

High school or equivalent (Preferred)
online operations/ERP systems: 4 years (Preferred)
I9 Documentation (Required)
Work Location:
One location
Work Remotely:
Temporarily due to COVID-19

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