GROUP CASE STUDY 1-JOB ANALYSIS 1

Group Case Study 1 – Job Analysis

TABLE OF CONTENTS

INTRODUCTION

JOB DESCRIPTION OF CUSTOMER SUCCESS MANAGER 4

RESPONSIBILITIES 5

INTERVIEW QUESTIONS 6

JOB DESCRIPTION OF HUMAN RESOURCE MANAGER

RESPONSIBILITIES 8

INTERVIEW QUESTIONS 9
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JOB DESCRIPTION OF SOCIAL MEDIA MARKETING MANAGER 10

RESPONSIBILITIES 10

INTERVIEW QUESTIONS 11

INTRODUCTION

Business Type: Restaurant

Business Name: Forkful

Forkful is a Restaurant and lounge with an inviting large comfortable eating area including a

fashionable front room offering the best in every aspect. The décor reflects a modern theme

with soothing tones while providing comfortable furniture and accents. Forkful is ideal to dine in

for a great lunch or dinner, a drink, or a small commercial enterprise meeting. From a quaint

experience or to thrill large groups of people, we can offer unique services including a variety of

platters for customers. Employee welfare is equally important for our success as we believe that
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happy employees make happy clients. As we are working in a highly competitive industry, we

are dedicated to our services that we provide. The needs of customers’ change day by day.

Therefore, we excel at ensuring customers’ requirements are always met while we keep our

environmental restaurant look always upgraded. Our staff provide outstanding customer service

and leadership demonstrating excellent managerial skills in addition to culinary expertise

including diverse varieties of food while serving exceptional quality food choices.

Job Posting: Customer Success Manager

Title Customer Success Manager

Job Location Brampton, Ontario, Canada

Educational Qualification BBA Degree in addition to a Diploma in Restaurant & Hospitality

Management

Experience Minimum 3-5 years of experience in Restaurant and Hospitality

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Management

Type of contract Salary/Full-time

Salary Negotiable

Application Procedure Send a resume by email to hrmanagement@forkful.ca

Selection Procedure 1. Prescreening interview by phone

2.Face to face Interview, virtually will be provided pending on COVID

19 testing results

Job Description: Customer Success Manager

For our exclusive restaurant business, we are looking for a talented, enthusiastic, and efficient

Customer Success Manager. We expect the successful candidate to be very strong in all

aspects of customer satisfaction including excellent communication skills while fostering positive

staff and customer relationships. The successful candidate will demonstrate high levels of

leadership qualities as supervision of our customer success associates is one of the main roles.

Candidates with unique ways to de-escalate and solve customer complaints are best suited for

this job.

As a Customer Success Manager, you will need to:

1. Ensure each customer receives a unique, enjoyable, and pleasant experience.

2. Ensure leadership support is provided to CSS staff resulting in excellent customer success.
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3. Help and guidance with technical concerns, minor product problems and to address issues

communicated by the Customer Success Executives.

4. Plan, implement and evaluate a plan for customer retention while ensuring the opportunity

and awareness for new customers.

5. Assist in the development of helpful responses for all customer inquiries including general

concerns with all but not limited to in-person, phone or online.

6. Provide continuous quality improvement initiatives while being proactive with all customers as

questions are being asked on the phone, online, or in person.

7. Provide all internal and external customers with a positive experience each day.

8. Manage and address all the issues faced by the customer success executives.

9. Prepare and present a formal weekly report sharing all barriers and opportunities for

improvement which will increase customers’ experience and limit negative experiences.

10. Address all customer complaints, both positive and negative in a timely manner by

responding to all customers.

Job analysis interview questions

1. What has attracted you to apply for this position?

2. Please share with us why you feel this job suits your skillset?
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3. Please explain why we should hire you as our Customer Success Manager?

4. How many years of experience do you carry in the customer relations/service field?

5. Can you briefly explain your customer service philosophy as it relates to internal and external

customers?

6. Can you share with us an example of a formal complaint in which you resolved resulting in

excellent customer success?

7. Can you share with us your availability including days, evenings, and weekends? Will you be

willing to work on shifts, if required?

8. What computer programs are you familiar with? How would you rate your familiarity? Basic,

Intermediate, Advanced, or Expert?

9. What steps would you take to ensure each of our customers has the best customer

experience at our restaurant?

10. As a Customer Success Manager, how will you ensure your team will be working well

together?

Job Posting: Human Resources Manager

Title Human Resources Manager

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Job Location Brampton, Ontario, Canada

Educational Qualification MBA in Business Management or Marketing

Experience Minimum 7 years’ experience in digital marketing

Type of contract Salary/Full-time

Salary Negotiable

Application Procedure Send a resume by email to hrmanagement@forkful.ca

Selection Procedure Prescreening interview by phone

Face to face Interview, virtually will be provided pending on COVID

19 testing results

Job Description: Human Resources Manager

We are looking for a dynamic HR Manager to lead our Human Resources department. As a HR

Manager, you are responsible for the supervision of staffing process, developing the company's

policies and procedures, and outlining concrete objectives for the HR team. Part of your job is to

recruit a dynamic team and to help successfully shape our employer trademark tactics and

philosophy. To be successful in this role, you should be familiar with HR technology, including

payroll systems and Applicant Tracking Systems. Ultimately, you will ensure our company

attracts, hires, develops, and retains qualified and exceptional employees.

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As a Human Resources Manager, you will need to:

1. Develop and implement Human Resource policies and initiatives associated with the

general business plan

2. Bridge the gap between the management and employee relations by attending to

demands, complaints and additional issues that may be encountered

3. Manage the process of recruiting and selecting candidates

4. Support the present and potential business needs through the development and

facilitation of a positive environment by engaging, motivating, and retaining staff

5. Develop and oversee overall HR strategies, systems, tactics, and procedures across

the organization

6. Foster and promote a positive working environment/ atmosphere whereby

employees feel validated and supported

7. Supervise and implement a performance appraisal structure that motivates

extraordinary performance among all employees.

8. Maintain or improve administrative pay system, incentives including benefits

programs for employees

9. Evaluate current training and screening training programs that address the needs of

employees including our business acuity needs.

10. Report to management and provide decision supports required through HR metrics
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Human Resources Manager Job Analysis Interview Questions

1. Can you please share with us why you are interested in this position?

2. What information can you share with us about our restaurant?

3. Talk about your current job position and why you are seeking other opportunities?

4. What are three things that provide motivation to you that will provide you success

within this position?

5. Describe your achievements as it relates to this position?

6. As an HR Manager, can you share with us your most effective management style?

7. What inspired you choose to apply with us as an HR Manager?

8. Discuss with us a time when you were told you had to maintain confidentiality about

a situation at work and why?

9. If there is a conflict or a dispute in the workplace, what will you do to solve that

dispute?

10. What special attributes do you possess that should convince us to hire you?
GROUP CASE STUDY 1-JOB ANALYSIS 10

Job Posting: Social Media Marketing Manager

Title Social Media Marketing Manager

Job Location Brampton, Ontario, Canada

Educational Qualification MBA in Business Management or Marketing

Experience Minimum 4 years of experience in digital marketing

Type of contract Salary/Full-time

Salary Negotiable

Application Procedure Send a resume by email to hrmanagement@forkful.ca

Selection Procedure 1. Prescreening interview by phone

Face to face Interview, virtually will be provided pending on COVID

19 testing results

As a Social Media Manager, you will need to:

1. Design and implement a social media strategy to align with business goals

2. Improve marketing efforts and increase sales

3. Suggest new methods to increase brand awareness

4. Provide constructive feedback

5. Stay updated with modern technology and traits in social media, layout gear, and

applications

6. Measure the success of every social media campaign

7. Follow rules and regulations

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8. Collaborate with sales and services teams

Interview Questions

1. How did you get into social media?

2. As a social media manager, what do you think about why social media marketing is

an important tool for brand awareness these days?

3. Which social media platform would you recommend for our business?

4. What different strategies can be used to lead in this competitive market?

5. Why do you feel that video productions are important for commercial websites?

6. How do you decide the allocation of budget in advertising?

7. What challenges did you face in the past job to manage as a social media marketing

manager?

8. How did you manage customers’ complaints on the business social media profile?

9. Can you provide us with some examples of social media projects you have worked

on?

10. Why should we hire you over someone else?

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Reference(s)

N. (2018, April 2). Senior HR Manager Job Description. Resources.

https://glider.ai/resources/job-descriptions/human-resources/senior-hr-manager-job-

descriptions

Pavlou, C. (2020, February 3). Social Media Manager Job description. Recruiting Resources:

How to Recruit and Hire Better. https://resources.workable.com/social-media-manager-

job-description

Human Resources Manager. (2020, May 19). Truity.

https://www.truity.com/career-profile/human-resources-manager

Kourmentza, E. (2020, May 25). Human Resources (HR) Manager Job description. Recruiting

Resources: How to Recruit and Hire Better. https://resources.workable.com/hr-manager-

job-description

Restaurant Manager Interview Questions. (n.d.). Best Job Interview. Retrieved June 13, 2021,

from https://www.best-job-interview.com/restaurant-manager-interview-questions.html
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