Director, Customer Success – KFC US, Canada & LA&C

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