Customer Success Manager responsible for ensuring customer success with Slack and Salesforce's AI CRM. Providing strategic guidance and technical support to drive customer satisfaction and engagement.
About the role
- Gerente de Sucesso do Franqueado para a rede Yogoberry, liderando o desempenho e excelência operacional das franquias. Desenvolvendo a experiência do franqueado e garantindo suporte contínuo nas operações.
Responsibilities
- Lead franchise performance and ensure operational excellence across the network.
- Develop the franchisee experience.
- Maintain consistent, strong relationships with franchisees.
- Provide ongoing support.
- Resolve franchise-related issues.
- Ensure compliance with established brand standards.
- Assist franchisees in optimizing daily operations.
- Ensure brand quality standards and regulatory compliance.
- Plan and implement training programs.
- Train new franchisees and their teams (online and in-person).
- Be hands-on and record video lessons for all brand formats.
- Visit franchisees regularly and provide consulting support.
- Identify areas for improvement.
- Develop and update content for ongoing team training.
- Analyze franchisee performance indicators.
- Propose improvement strategies.
- Research tools and best practices for retail and innovation.
- Deliver training for franchisees during store rollout and grand openings.
- Ensure efficient and clear communication.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Business Management, or a related field.
- Minimum of 3 years’ experience in franchising, sales, or customer service.
- Availability for frequent travel to visit franchisees and attend company events.
- Familiarity with CRM tools and data analysis.
- Specific knowledge of operational and sanitary audits.
- Knowledge of area matrices, process mapping, and flowcharts.
- Preferred: Postgraduate degree or specialization in Project Management.
Benefits
- Full coverage of travel expenses for visits to franchises outside São Paulo (SP).
Job title
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