Customer Success Manager (Franchisee) APAC

Restaurant Brands International; Kota Bandung; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance digital business growth. In this fully remote role, you will be the primary contact for customers, ensuring they leverage the latest technology solutions effectively. Your responsibilities will include managing customer interactions, coordinating with cross-functional teams to drive digital initiatives, and providing consultative support on technical issues. This position offers an exciting opportunity to work with a diverse team focused on innovation in the quick service restaurant sector, contributing to the success of a globally recognized brand.

Benefits

Comprehensive global paid parental leave

Free telemedicine

Mental wellness support

Qualifications

• 5+ years in a customer-facing technical role or as a Technical Project Manager.
• Strong written communication skills for crafting product requirements.

Responsibilities

• Drive projects to grow digital business and increase app coverage.
• Manage day-to-day interactions and communications with customers.

Skills

Customer Relationship Management (CRM)

Project Management

Analytical Skills

Problem-Solving

Communication Skills

Education

Degree in Computer Science

Degree in Engineering Management

Degree in Business

Tools

Scrum

Agile

Content Management Systems (e.g., Sanity)

API Management Tools (e.g., Postman)

Feature Flag Tools (e.g., LaunchDarkly)

Knowledge Bases (e.g., Confluence)

Job description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. (RBI) is one of the world's largest quick service restaurant companies, with over $40 billion in annual system-wide sales and more than 30,000 restaurants across over 120 countries and territories. RBI owns four of the most prominent quick service restaurant brands: TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. These brands have been serving their communities for decades. Through its Restaurant Brands for Good framework, RBI is committed to improving sustainable outcomes related to food, the planet, and people and communities.

This is a fully remote job opportunity.

The employment contract will be provided through the employment agency.

12 months contract with a possibility for renewal.

About The Team

The Digital Operations team ensures franchisees maximize the benefits of our consumer-facing technology (web & mobile apps, delivery solutions, mobile ordering, loyalty modules, kiosk software, etc.) in key markets. The team supports franchisees in leveraging platform features successfully and growing their digital business, focusing on APAC and MEA regions. This team is part of the Consumer Technology Group, comprising over 300 members across the US, Canada, and Switzerland, mainly Software Engineers and Product Managers.

About The Role

As a Customer Success Manager, you will be the primary contact for our customers regarding technology matters. Your responsibilities include:

1. Driving projects to grow our digital business, such as increasing home mobile app coverage.
2. Managing routines and day-to-day interactions with customers.
3. Developing strong customer advocates within the company.
4. Coordinating with product, engineering, marketing, and guest engagement teams to prioritize digital initiatives.
5. Providing consultative support on technical issues and application needs.
6. Introducing new software features or versions to customers.
7. Managing communications, timelines, and expectations with customers and internal teams, including influencing decisions and resolving conflicts.

Qualifications

1. Degree in Computer Science, Engineering Management, Business, or related fields.
2. Minimum 5 years in a similar customer-facing technical role or as a Technical Project Manager/Consultant.
3. Proficient in English, both spoken and written.
4. Excellent interpersonal and communication skills for coordinating with diverse stakeholders.
5. Strong written communication skills for crafting product requirements and documentation.

Competencies

1. Solid technical background with understanding of Scrum, release management, CRM, and data analytics platforms.
2. Analytical skills and problem-solving capabilities.
3. Organizational and project management skills.
4. Ability to understand platform technology and manage initiatives independently.

Preferred Qualifications

1. Strategic mindset and initiative in business growth.
2. Experience with Content Management Systems (e.g., Sanity), Feature Flag tools (e.g., LaunchDarkly), and Knowledge Bases (e.g., Confluence).
3. Familiarity with API management tools like Postman.
4. Certifications in Scrum, Agile, or PMP.
5. Background in Quick Service Restaurants, Food, or FMCG industries.
6. Based in SEA region.

We offer benefits focused on physical, mental, and financial wellness, including a comprehensive global paid parental leave program, free telemedicine, and mental wellness support.

Restaurant Brands International and its affiliates are equal opportunity employers, committed to diversity and inclusion. Accommodation is available for applicants with disabilities upon request.