Restaurant Supply Chain Solutions, LLC, a Yum! Brands Co-op, is currently seeking a Director, Development and Customer Relationship Management to join the Development and Equipment Solutions Team in Louisville, KY.

Overview of the Position:

This Director of Development & Customer Relationship Management (CRM) is an integral member of the Development & Equipment Solutions (DES) leadership team and the position reports to the Senior Vice President DES. The position is responsible for managing the Restaurant Development (DEV) and Sales & Operations Planning (SOP) functions to assist with delivering the RSCS DES Annual Operating Plan (AOP). Those responsibilities span across YUM! Brands Concepts (KFC, Pizza Hut, Taco Bell, and The Habit Burger Grill) as well as additional members (currently A&W). The system represents a network of over 18,000 restaurants and 1,000 franchisees.

The Director of Development & CRM develops, secures alignment, and implements the strategic vision for restaurant development demand & supply planning and cost optimization within DES across all brands while collaborating with key stakeholders across RSCS, Yum! Brands and the Franchisee community. The role will provide thought leadership to the team in continuous improvement and innovation for delivering world class customer relationship management (CRM), project management, distribution, fulfilment and service solutions on all New Restaurant, Remodel and Replacement projects across all supported brands.

This role will collaborate and partner with the Brand Operations and Procurement team members utilizing current and developed CRM systems to manage and strengthen Franchisee Member relationships support their team as knowledgeable restaurant design & purchasing influencers enabling growth and driving cost optimization.

The Director of Development & CRM plays a major role in conjunction with the Human Resources (HR) department in recruiting, orienting, training, assigning, coaching, and improving performance. In this position the role will communicate the vision and objectives, monitoring, and reviewing each team members contribution to the betterment of the department and appraising performance. Fosters team/professional development through growth/learning and drives overall Team Engagement via a Recognition culture.

Essential Functions:

• Director of Development & CRM oversees the development pipeline across all supported brands/concepts and implementation of DES initiatives delivering Franchisee member restaurant development projects, enabling growth, and driving cost optimization.
• Collaborating with Brand Operations and Procurement stakeholders to support DES strategic planning and execution as well as the supporting the day-to-day functions including, but not limited to,
  • Brand Development Pipeline Management and Reporting
  • Franchisee Member Development CRM
  • Demand & Supply Planning
  • Forecast modeling and analysis.
  • Capital Equipment & Asset Package Order Management,
  • Restaurant Model Management & Cost optimization,
  • Project Management & Real Time progress analytics,
  • System & Process Enhancement and Automation
• Conduct regular development business reviews with key Brand Development functions and Member Franchisee groups to amplify strategic relationships through short. medium, and long-term planning, performance assessments, develop relationships, drive continuous improvement, and influence restaurant purchasing & design decisions to drive cost optimization.
• By using their leadership and planning skills, they will design a strategy, establish and drive KPI delivery and ongoing improvement. Driving development project execution efficiently & effectively that will deliver the RSCS Annual Operating Plan (AOP).
• Collaborate and work closely with the Warehouse and Logistics leadership to ensure the optimal short - and longer-term warehouse strategy is in place for the needs of the business. One which balances supply on-hand with the financial risk of holding inventory.
• Responding to escalated development customer issues/concerns/escalations and communicating with relevant RSCS or Brand leadership on all status updates until conclusion/resolution.
• Analyze and assess data and supporting statistics while preparing detailed reports and continuous improvement plans.
• Collaborates with DES Leadership on key strategic initiatives.
• Inform the team of all new information related to products, procedures, and trends relating to Development activities. Developing ongoing continuous improvement strategies and plans including associated documentation.
• Lead the talent acquisition process for new and replacement roles in their area.
• Develop and deliver performance evaluations, following the performance management process according to company policy and oversee and evaluate the team's ongoing training efforts.
• Identify significant business risks and escalate to the appropriate leadership teams.
• Maintaining 100% Staffing
• Represents DES, as needed, at Brand Meetings/Conventions and other Franchise Leadership routines.
• Travel 10%-25%
• Hybrid schedule - 3 days in the office, 2 days at home
• Great Benefits!

• Minimum of 6 to 8 years of experience in Strategic Account Management, Operations or Customer Service setting. Commercial Foodservice or Restaurant experience is a plus.
• Bachelor’s degree required.
• Strong People Leadership and Communication Skills
• Strategic-thinking skills for forward planning to create and implement innovative ideas that add meaningful value.
• Demonstrate excellent interpersonal skills, knowledge of CRM systems. Demonstrate great customer relationship and development skills, strong business acumen, and problem-solving skills.
• Excellent organizational, project management and time management skills demonstrating the ability to prioritize, meet deadlines, and follow up with high attention to details. Adaptable to multiple requests, daily changes while still delivering on commitments.
• Effective and engaging presenter with proven ability to compile complex data into understandable formats is essential. Must be able to deliver concise and compelling presentation materials to senior level teams with poise.
• People management experience including strong leadership skills: team engagement, meeting facilitation, skill sharing and training, organization, conflict management, change agent, manage relationships.
• Strong proficiency and advanced use of systems/applications including Microsoft 365 (Word, Excel, PowerPoint, Outlook, and Microsoft Teams), NetSuite, Power BI, and other data/analytics/dashboard tools.

Key Contacts & Interfaces

• RSCS and DES Leadership Teams
• DES Team Members in Development and S&OP
• RSCS Cross Functional Partners – Data Analytics, Warehouse, Procurement, IT, Finance, Accounting, HR
• Franchisees and Internal Organization Development Teams
• Brand Development, Finance and Engineering Teams
• Supplier Partner Teams