Job Description
The Director, Customer Success is responsible for ensuring every KFC market across Europe realizes measurable business impact from the Byte product suite — including Smart Operations, Digital Ordering and Byte OS.
You will lead regional customer success strategy, adoption and value realization — acting as the connective tissue between Product, Deployment, Brand Tech, BMU and Franchisee stakeholders.
Your mission: turn product deployment into sustained restaurant performance — driving adoption, satisfaction and commercial outcomes across all levels of the KFC ecosystem.
Customer Success Strategy & Execution
- Develop and execute a regional Customer Success strategy aligned with global frameworks, ensuring consistent success delivery across KFC Europe markets.
- Translate global playbooks into actionable regional engagement models — supporting both equity and franchisee restaurant networks.
- Establish clear metrics for value realization, adoption and retention across deployed Byte products.
- Partner with Product and Deployment teams to ensure closed-loop feedback that drives roadmap prioritization and continuous improvement.
Market & Franchisee Engagement
- Serve as the single point of contact for KFC markets in scope, monitoring satisfaction, managing escalations, and ensuring timely resolution of critical issues.
- Lead quarterly business reviews with key markets to communicate performance impact, ROI and product roadmap alignment.
- Proactively identify market health risks and orchestrate cross-functional plans to improve adoption, satisfaction and commercial performance.
- Represent customer voice and operational insights in product planning, AOP cycles and go-to-market readiness.
- Partner with Finance and Brand leads to support renewal readiness and ensure continuity of services post-contract periods.
Value Realization & Insights
- Build frameworks for restaurant-level impact tracking — linking Byte adoption to measurable business outcomes (e.g. speed of service, order accuracy, waste reduction, sales uplift).
- Partner with Data Science and Finance to quantify ROI by market and region, ensuring customer success is tied to commercial success.
- Leverage customer analytics, health scoring and insights to guide proactive engagement and expansion opportunities (cross-sell and up-sell opportunities across Byte portfolio).
Cross-Functional Leadership
- Collaborate with Deployment, Product and Brand Tech to ensure smooth hand-off from deployment to post-go-live support and optimization.
- Partner with PMO and Go-to-Market teams to support readiness for new Byte suite launches.
- Drive consistency in customer onboarding, support, and enablement practices across all KFC markets in scope.
Leadership, Culture & Influence
- Lead and develop a regional Customer Success team across multiple geographies, balancing central governance with local accountability.
- Foster a customer-obsessed, data-informed culture anchored in Yum!’s Smart, Heart & Courage leadership behaviors.
- Role-model collaboration, empathy, and executional excellence — building strong alignment across markets, brands, and functions.
- 8–10 years of experience in Customer Success, Account Management or Customer Experience within SaaS, platform or QSR/hospitality industries.
- Proven success leading customer success or adoption programs across multi-market, franchise or enterprise environments.
- Strong understanding of digital product deployment, operations technology and franchisee engagement dynamics.
- Skilled in stakeholder management across executive, technical and operational audiences.
- Data-driven decision-maker with the ability to connect customer outcomes to business impact.
- Excellent communicator and storyteller who can translate complex technology into business value.
- Fluent in English; Spanish or French proficiency a plus for regional collaboration.
Salary range: £115,129 - £143,965 + eligible bonus + comprehensive benefits
