Sr. Lead Advisor, Operator Communications

Overview

Corporate Communications partners across the Chick-fil-A organization to execute effective, compelling internal communications that build culture, drive change and support business goals. The team delivers strategic messages across a variety of digital, video and print platforms to inspire, educate and equip Chick-fil-A Operators and Support Center Staff.

Specifically, this individual will lead internal communications efforts and play a key role in cross-functional business initiatives for the Team Member Experience (TMX) and Global Impact functions. They’ll work to identify priorities and build transformative communications approaches for key leaders and initiatives in support of Operators and their Restaurants, and identify opportunities to connect strategic messaging between the two areas. Initiatives will include creative storytelling in support of new programs, change management to build understanding and trust, sharing business strategy and vision, representing Corporate Communications on cross-functional teams, and liaising with other functions within Corporate Communications & External Affairs (CCEA). To be successful in this role, the communicator must have experience navigating complex business challenges, be resourceful, collaborative and able to quickly learn the business, its audiences and their needs.

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

• Communications consulting: Build understanding of identified teams and initiatives to effectively create strategic communications plans, then execute tactics to help business partners and Operators achieve their goals.
• Change communications: Identify the impact on target audiences, messaging to create commitment and capability, and a channel strategy to support internal audiences through change.
• Cross-functional team representation: Provide leadership and strategic business thinking around key strategies and initiatives, connecting to broad enterprise strategies and bringing in other CCEA functions when coordination is needed. 
• Leadership communications: Consult with Officers and key leaders of strategic business initiatives on thought leadership messages and platforms.
• Project oversight: Oversee major deadline-driven communications initiatives, on budget and on time, using appropriate combinations vendors, contractors, agencies and in-house services.
• Issues management: Coordinate communications response to select incidents to protect brand reputation among external audiences and ensure internal audiences are equipped to respond.
• Coaching: Provide informal supervision and coaching to junior team members, ensuring alignment of priorities and efforts from the Corporate Communications team in support of the select departments.
• Relationships: Establish and maintain strong, ongoing relationships with CCEA team, key business partners in TMX and Global Impact, and Operators and their leaders. Solicit and understand various points of view and pull in other teams and colleagues as needed so all perspectives are considered.
• Audience: Understand Customer, Operator, Team Member and Restaurant needs to tailor communications in the appropriate manner. Regular Restaurant visits are required with reporting and applying key takeaways to work initiatives a must.
• Continuous improvement: Constant desire to learn how to improve work and translate key communication trends into the into the fast-paced, rapidly growing Chick-fil-A business.

Minimum Qualifications

• Bachelor's degree in Communications, Public Relations, Journalism, Marketing or English
• 4+ years of experience
• Excellent written, oral and interpersonal communication skills. 
• Creative storytelling- ability to develop innovative and engaging content and communications. 
• Strategic communications planning and project management. 
• Technological proficiency- experience with communications platforms and content management systems. 
• Analytical skills- capacity to gather, analyze, and interpret data to measure effectiveness. 
• Experience providing counsel to senior leaders and ability to influence stakeholders to drive organizational change. 
• Track record as a communicator who thrives on managing a variety of initiatives concurrently and on deadline. 
• Self-starter able to work independently or in a group, adapt to shifting priorities, and who enjoys creating and implementing new initiatives.

Preferred Qualifications

• 10+ years’ experience in a corporate communications function or communications agency, communicating with personnel at all levels of the organization
• Understanding of change communications theory and experience executing.
• Understanding of franchised and/or highly matrixed organizations. 
• Experience in quick service, food and beverage or hospitality industries.

Minimum Years of Experience

Travel Requirements

Required Level of Education

Major/Concentration