At a Glance
- Tasks: Lead customer success strategy for KFC, ensuring impactful product adoption across Europe.
- Company: Join a global leader in the fast-food industry with a focus on innovation.
- Benefits: Competitive salary, bonuses, and comprehensive benefits package.
- Other info: Opportunity to lead a diverse team and drive meaningful change across markets.
- Why this job: Make a real difference in restaurant performance and customer satisfaction.
- Qualifications: 8-10 years in Customer Success or related fields, strong communication skills required.
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
Director, Customer Success KFC US, Canada and LAandC employer: Yum! Brands
Pizza Hut UK is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and ambition thrive. As an Operations Excellence Manager, you will have the opportunity to lead impactful projects that enhance guest experiences while benefiting from comprehensive training and development programmes. With a commitment to continuous improvement and a supportive environment, you'll be empowered to make a meaningful difference in the operational landscape of our restaurants.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success KFC US, Canada and LAandC
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yum! Brands. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Yum! Brands before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Success KFC US, Canada and LAandC
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Yum! Brands:Your cover letter is your chance to shine! Tell us why you want to work at Yum! Brands specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Yum! Brands!
How to prepare for a job interview at Yum! Brands
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
