Manager of Customer Product Success Team

Tripadvisor; Lombardia; Hybrid; EUR 67.000 - 73.000; Vollzeit

Benefits dieser Stelle

Health insurance

Lunch vouchers

Flexible working environment

Remote work options

Team building

Zusammenfassung

TheFork is seeking a high-potential Training Lead to elevate our CPS Trainers and Team Leaders. You will coach, set clear objectives, monitor performance and implement development plans to build a high-performing partner-facing team.

You will shape the training strategy across restaurant partners, define success metrics, standardize methodologies, and collaborate with SalesOps, Product and Marketing to drive adoption and continuous improvement across Europe.

Qualifikationen

• Minimum 3-4 years driving customer adoption of a SaaS solution, preferably in hospitality.
• Fluent in English and comfortable working in an international environment.
• Proven ability to coach, develop and engage teams.
• Strong customer mindset with KPI-driven results.
• Proficient with Salesforce and/or other CRM tools.

Aufgaben

• Lead and coach CPS Trainers and Team Leaders, setting objectives and monitoring performance.
• Define and evolve the training strategy for restaurant partners and set success metrics.
• Collaborate with SalesOps, Product, Operations and Marketing to ensure consistent partner experience across markets.

Kenntnisse

People management

Coaching

Team leadership

CRM tools

English proficiency

Tools

Salesforce

Jobbeschreibung

Join our Movement and Champion Restaurant Culture!

At TheFork we believe that the best things in life happen around the table.
As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries.

We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive.
If you’re passionate about food, technology, and making a real impact, your seat at the table is ready.

Discover life at TheFork

This position offers a gross TTC annual salary range between 67.000€ and 73.000€, in line with the collective bargaining agreement and the company compensation philosophy. The final offer will reflect the candidate’s experience, qualifications, and the specific responsibilities of the role.

What you will do:

Lead and develop the team

• Lead, coach and motivate the CPS Trainers and Team Leaders, creating a high-performing and engaged team.
• Set clear objectives and monitor performance through regular team meetings, individual follow-ups and coaching.
• Develop the team’s skills through continuous feedback, coaching and structured development plans.
• Lead a cultural shift within the CPS team, embedding a few simple, high-impact daily habits that improve restaurant partners’ adoption and perception of TheFork Manager.
• Stay close to the field by regularly joining or delivering restaurant trainings, keeping a direct understanding of partner needs and team challenges.
• Support key people processes including recruitment, onboarding, performance reviews and talent development.
• Foster a culture of ownership, collaboration, continuous improvement and customer obsession.

Drive training strategy and operational excellence

• Define and continuously evolve the training strategy for restaurant partners.
• Influence the definition of clear objectives, priorities and success metrics for the training activity, in partnership with SalesOps team.
• Build and implement a continuous training framework, defining content, formats, tools and cadence.
• Ensure consistent training standards and methodologies across the team and markets.
• Identify opportunities to simplify processes and improve the efficiency and impact of the team.
• Turn data, partner feedback and field observations into concrete actions to improve adoption and engagement with TheFork Manager.
• Monitor key performance indicators and use them to prioritize initiatives and drive continuous improvement.

Collaborate across TheFork

• Work closely with local and Central teams including Sales, Account Management, Sales Operations, Product, Operations and Marketing.
• Build strong alignment between CPS and other restaurant-facing teams to ensure a consistent partner experience.
• Gather structured feedback from restaurant partners and the CPS team and translate it into actionable insights.
• Act as a strong voice of the restaurant partner towards Product and Central teams.
• Partner regularly with Product teams to share insights, identify friction points and contribute to the continuous improvement of TheFork Manager.
• Share best practices across markets and contribute to cross-country initiatives.

Who you are:

You Must Meet These Critical Qualifications

• You have minimum 3-4 years of previous experience in driving customer adoption/usage of a SaaS solution, preferably in restaurants/hospitality sector.
• You are proficient with Salesforce and/or other CRM tools.
• You have solid people management experience and a proven ability to coach, develop and engage teams.
• You have a strong customer mindset and are passionate about creating an outstanding experience for restaurant partners.
• You are results-oriented and comfortable working with KPIs, targets and performance management.
• You combine strong analytical skills with a pragmatic, hands-on approach.
• You are comfortable leading change and translating a strategic vision into simple, repeatable actions for your team.
• You are proactive, autonomous and comfortable making decisions in a fast-paced environment.
• You have excellent communication and influencing skills and can work effectively with multiple stakeholders.
• You are fluent in English and comfortable working in an international and multicultural environment.
• You are interested in technology, digital products and the restaurant industry.

What we offer you:

An awesome team

A permanent contract

Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)

Competitive fixed salary and bonus

Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

International teams and a multicultural environment spanning 10 offices across Europe

Highly inclusive working environment

Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc

Continuous learning and development programs

Free access to the Calm app to help you build resilience wherever you are in your mental health journey

Dedicated parental leave and caregiver leave policies (12 weeks fully paid)

Health insurance fully covered by the company

Life & Disability Insurance at no cost to the employee

Welfare allowance school costs, elderly care, babysitting costs, transportation, travel leisure

Amazing offices with dining, coffee points and leisure area

Team building events

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to [e-mail]. Our HR team will review the request and respond accordingly.