Client Engagement Manager

Role: Client Engagement Manager – QSR (Quick Service Restaurants)

Location: San Diego, CA-Onsite

Fulltime

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.

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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.

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