Senior Manager, Guest Intelligence & Consumer Insights

Denny's • Spartanburg, SC

1d

About The Position

Denny’s is seeking a Senior Manager, Guest Intelligence & Consumer Insights to help the organization better understand what guests and consumers are saying about our brand, our food, our value, and the restaurant experience. This role is not designed to sit inside one department or serve one functional agenda. It will work across the organization to connect guest feedback, consumer behavior, vendor insights, marketplace trends, restaurant-level signals, and business priorities. The purpose of the role is to help close the gap between what guests are experiencing, what our teams are seeing, and how the business makes decisions. The goal is not more reporting. The goal is sharper intelligence that helps Denny’s move faster, improve the guest experience, support operators and franchise owners, strengthen brand relevance, and protect guest trust.

Requirements

• Experience in consumer insights, guest experience, customer care analytics, brand strategy, restaurant or hospitality operations, reputation management, social listening, marketing analytics, research, or a related field.
• Experience in restaurants, hospitality, retail, franchise systems, consumer brands, or multi-unit businesses is strongly preferred.
• Curious, analytical, commercially aware, and strong at connecting dots across a business.
• Able to read comments, dashboards, reviews, complaints, surveys, social conversations, vendor reports, and trend data, then clearly explain what matters.
• Understand restaurants, food, people, and behavior.
• Comfortable with data, disciplined in interpretation, and strong at turning information into insight.
• Able to work across functions without becoming territorial.
• Need to build trust with teams, understand different business needs, and help create a more connected view of the guest and consumer.

Responsibilities

• Build an enterprise view of guest and consumer intelligence. Create a connected view of what guests and consumers are saying across complaints, reviews, surveys, social sentiment, consumer care data, restaurant feedback, vendor insights, competitive activity, and external marketplace signals.
• Read food, menu, value, and brand signals. Track what guests are saying about food quality, craveability, portions, pricing, promotions, abundance, value, service, hospitality, and menu relevance. Help the business understand where Denny’s is building momentum and where the experience may be creating friction.
• Monitor what is gaining traction in the market. Stay close to food trends, consumer behavior, competitive moves, cultural conversations, social moments, and guest cravings that could influence Denny’s relevance, traffic, brand perception, and menu thinking.
• Partner across the organization and with vendors. Work closely with Marketing, Culinary, Operations, Communications, Consumer Care, Training, Legal, Field Leadership, franchisee support teams, and external vendors to connect insights, challenge assumptions, and move the right information into the right conversations.
• Turn data into business meaning. Separate noise from real patterns and explain what the information means for traffic, trust, guest satisfaction, menu strategy, marketing, operations, franchisee support, training, communications, and brand reputation.
• Move insight into action. Create simple, executive-ready readouts and practical recommendations that help leaders, operators, franchise owners, and cross-functional teams understand what is happening, why it matters, and what action should be considered.

Benefits

• Equal employment opportunity for all persons regardless of age, race, creed, color, national origin, citizenship status, religion, sex, sexual orientation, gender identity, disability, genetic information, military or veteran's status, criminal background, or any other characteristic protected by Federal, State, or local law.
• Reasonable accommodation for any part of the application process.
• E-Verify participation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed