The Customer Engagement Manager is responsible for owning the international franchisee relationship and recommending tactics and products to improve overall performance and profitability as it relates to a master franchisee’s technology profile. They are expected to build healthy relationships with international master franchisees, analyze, consult, educate, and propose solutions for technical implementations. The Manager will oversee a team of technical consults and be the main point of contact for all technical implementations and monitor any issues or concerns. They are responsible for developing customer service strategies, partnering with technical delivery managers for successful rollouts, and overseeing the resolution for any concerns or issues.
RESPONSIBLITIES
Manage a Portfolio of International Master Franchisees and Consult on Technology Solutions
- Manage relationships with international master franchisees to assess their current needs and recommend solutions and new technology products that increases productivity and profitability of their business.
- Facilitate quarterly international master franchise meetings with DPZ leadership, sales engineers, and technical consultants to review technology business; set objectives and identify shortfalls in customer engagement.
- Proactively lead and drive discussion with markets and DPZ teams, follow up on action items and ensure they are successfully executed.
- Lead and develop proposals for new opportunities and negotiate contracts.
- Be a champion for our international franchisee’s success and advocate for them so they can achieve their business objectives and goals.
Analyze Business Opportunities and Propose Recommendations
- Lead the education of international franchisees about the value, benefits, and features to implement to solve business critical problems.
- Conduct quarterly business reviews and identify areas of opportunities.
- Assess against KPIs and metrics that drive increased profitability and recommend technology solutions that focus on growth
- Analyze existing customer engagement process and execute it successfully for international master franchise.
- Analyze market gaps to find opportunities for growth in specific markets.
- Partner with sales engineers and technical consultants to gather requirements, scope and present implementation plans to the customers
Monitor Implementation of Solutions, Mitigate Risk or Issues and Oversee Customer Feedback Program
- Manage all aspects of projects, including delivery, communication, and successful rollout and partner with cross-functional teams on execution.
- Act as Domino’s store technology expert and provide support to international stores
- Manage and implement standard process and tools to be used consistently for managing customer projects simultaneously.
- Ensure compliance adheres to the terms and conditions listed in franchisee contracts.
- Partner with international master franchisees and collect regular feedback, build action plans and coordinate with teams to resolve any complaints.
- Collaborate in developing a best-in-class customer success and feedback program and implement with our international master franchise and internal teams
QUALIFICATIONS
· Bachelor’s degree in business administration or similar field is preferred.
· Minimum of 6 years of proven experience in customer engagement, consulting, or related experience
· Knowledge of Domino’s store technology is preferred.
· Proven project management and customer service experience
· Strong organizational, interpersonal, problem solving and influencing skills.
· Proficiency in Microsoft Office and customer relationship management (CRM) software
· Must have the ability to work independently and with minimal supervision.
· Strong analytical skills required.
· Proven ability to build relationships and work effectively with others at all levels of an organization.
· Demonstrated ability to lead, motivate, hold accountable, develop, and direct.
SOFT SKILS REQUIREMENTS
- Excellent Communication skills: The primary duty of a customer engagement manager is to interact with our international master franchise on a day-to-day basis. Considering this, communication skills are of primary importance. Using verbal and written communication skills, you are responsible for conveying messages to international master franchise and feedback to respective internal teams.
- Problem-solving skills: One of the job responsibilities of the customer engagement manager is to solve the international master franchise’ problems. If the problem is out of your scope, then you should navigate it to the respective team’s subject matter expert.
- Relationship-building skills: The core job responsibility of customer engagement Managers involves building relations with the international master franchise. You will do this by interacting with the international master franchise to understand their feedback and offering possible solutions. Through different activities, customer engagement managers win over the international master franchise’ confidence and make them feel more comfortable. This will also help them create a positive reputation for the brand
- Analytical skills: As International master franchise, Engagement Managers you must listen to them and interpret their communication. Further, you are responsible for drawing insights from the customer data and making critical decisions. To fulfill this, an ideal candidate must have good analytical skills.
- Leadership skills: As Customer engagement managers you will lead and collaborate with team of solution and technical consultants. Managing such teams and motivating them toward their goals is a huge task requiring leadership skills.
- Attention to detail: An ideal candidate must pay attention to details. Observing things and paying attention to the details will help you to be more personal in your approach. By paying attention to international master franchises grievances, needs, and expectations, you can personalize and customize customer services and help Domino’s team to successfully rollout solutions to various markets.
