Client Engagement Manager

Next Level Business Services Inc.; San Diego (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Next Level Business Services Inc. is seeking a strategic Sales & Delivery Leader for QSR accounts in San Diego.

You will build strong relationships across corporate, franchise, operations, and IT teams, and drive digital transformation initiatives in POS, mobile ordering, and loyalty programs. You will identify upsell opportunities, lead RFP responses, and align IT solutions with business goals to improve order accuracy, speed of service, and customer experience.

Qualifications

• Proven experience in IT services selling to retail or QSR clients.
• Strong understanding of QSR tech like POS, kiosks, mobile apps.
• Ability to influence across franchise and corporate hierarchies.
• Excellent communication and interpersonal skills.

Responsibilities

• Build relationships with stakeholders across corporate, franchise, operations, and IT.
• Identify upsell and cross-sell opportunities in digital ordering, POS, cloud, data analytics.
• Lead RFPs, proposals, and solutions for QSR needs.
• Drive revenue growth via consultative selling and ROI metrics.
• Oversee governance, delivery health, and incident management with client leadership.

Skills

IT services sales

QSR domain knowledge

Stakeholder management

P&L management

Job description

Job Description:

• Build and sustain strong, trust-based relationships with key stakeholders across corporate, franchise, operations, and IT teams within QSR organizations.
• Develop a deep understanding of restaurant operations, including POS systems, kitchen workflows, supply chain, loyalty programs, and digital ordering platforms.
• Act as the primary point of contact for client escalations, strategic initiatives, and transformation programs in collaboration with the Delivery Head.
• Navigate multi-layered franchise and corporate structures to align IT solutions with business goals such as speed of service, order accuracy, and customer experience.

Business Development & Services Selling

• Identify upsell and cross-sell opportunities across digital ordering, POS modernization, cloud migration, data analytics, and customer engagement platforms.
• Lead RFP responses, proposals, and solution positioning tailored to QSR-specific needs (e.g., drive-thru optimization, delivery integrations, kiosk solutions).
• Drive revenue growth through consultative selling, focusing on ROI metrics like reduced order time, increased ticket size, and improved customer retention.
• Collaborate with pre-sales and solution teams to craft offerings aligned with evolving QSR trends such as AI-driven personalization and omnichannel experiences.

Strategic Planning & Governance

• Contribute to account planning with a focus on digital transformation initiatives in areas like mobile ordering, loyalty ecosystems, and store automation.
• Analyze account performance including revenue, margins, and utilization, with sensitivity to seasonal demand and franchise dynamics.
• Lead business reviews and governance meetings, presenting insights tied to operational KPIs such as throughput, uptime of POS systems, and customer satisfaction scores.
• Align IT strategies with business priorities like expansion, new store rollouts, and market penetration.

Delivery Oversight (Governance & Awareness Focus)

• Maintain a high-level view of delivery health across QSR engagements, ensuring
• minimal disruption to store operations and peak-hour performance.
• Participate in governance forums to monitor delivery progress, risks, and
• escalations, especially those impacting store uptime and customer experience.
• Act as a bridge between delivery teams and client leadership, ensuring transparency and quick resolution of operational challenges.
• Monitor key indicators such as POS uptime, order processing latency, integration performance (delivery apps, payment gateways), and incident trends.
• Support delivery teams by prioritizing initiatives that directly impact restaurant efficiency and customer satisfaction.

Technical Skills & Domain Expertise

• Proven experience in IT services selling and client engagement within retail or QSR domains.
• Strong understanding of QSR technology landscape including POS systems, kiosks, mobile apps, delivery aggregators, and loyalty platforms.
• Familiarity with enterprise IT architectures, cloud platforms, and digital transformation trends relevant to high-volume, low-latency environments.
• Ability to influence stakeholders across franchise and corporate hierarchies.
• Strong financial acumen with experience in P&L management, forecasting, and commercial models tailored to multi-unit operations.
• Excellent communication, stakeholder management, and interpersonal skills.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.