[Hiring] Technical Account Manager @LRQA

Role Description

Serve as the principal liaison between LRQA and the client for the interpretation and application of technical expectations across global QSR and food service assurance programmes, including restaurant, franchisee, and ready-to-eat food preparation and delivery operations. Set best-in-class service delivery standards that ensure the technical integrity, consistency, and continual improvement of food safety and compliance activities delivered by LRQA auditors. Act as a trusted advisor while supporting service improvement, client retention, and growth.

Key Responsibilities

• Serve as the client’s primary technical contact, proactively managing the named account relationship and overseeing adherence to agreed technical and contractual requirements in day-to-day delivery.
• Develop a comprehensive understanding of the client’s QSR and food service operating model, strategic objectives, franchisee network, key risks, and compliance requirements across its markets.
• Lead the implementation and ongoing technical management of multi-country QSR and food service assurance programmes.
• Ensure consistent programme execution across regions, business units, and franchisee networks.
• Support the rapid onboarding of new global resources through structured auditor training, calibration, and assessment processes focused on restaurant and food service operations.
• Perform auditor assessments and shadow audits.
• Conduct technical reviews of reports and oversee auditor capability, account performance objectives, and client expectations.
• Manage field-based technical queries and client inquiries, including root cause analysis, corrective action, and business-focused recommendations for improvement.
• Develop and implement the client’s second-party programme, governance protocols, and reporting tools.
• Maintain an understanding of supplier assurance requirements and upstream food safety risks that could affect the client’s QSR network.
• Coordinate with supply chain or manufacturing specialists when additional technical expertise is required.
• Lead benchmarking activities to support programme review, consistency, and continual improvement across restaurant, franchisee, and food service operations.
• Identify and implement changes to audit frameworks and delivery methodologies to improve programme design, operational relevance, and client value.
• Build close working relationships with key client decision-makers and act as an extension of the client’s technical team.
• Work within the Strategic Account Management Team to deliver Quarterly and Annual Business Reviews.
• Share technical insights, trends, and strategic improvement opportunities arising from audit outcomes with client stakeholders.
• Collaborate with LRQA commercial, technical, and service delivery teams to ensure contracted services meet agreed technical specifications and KPIs.

Qualifications

• BSc from a recognised university in food safety, environmental health, or another science-based discipline.
• Lead Auditor qualification in QMS or FSMS.
• Minimum of 10 years’ experience in food safety, quality assurance, compliance, auditing, or risk management, with substantial experience in QSR, restaurant, or food service operations.
• Minimum of 3 years’ experience managing strategic customer relationships or complex global programmes.
• Experience supporting multi-site and multinational QSR, restaurant, food service, hospitality, or retail food environments, including franchisee or distributed operating models.
• Practical experience in supplier assurance or food manufacturing, with an understanding of upstream risks and their potential impact on QSR operations.
• Experience in audit programme governance and performance management, including technical review and corrective action process management.
• Proven customer-centric approach that supports business growth or improved efficiency.
• Strong practical knowledge of global food safety, quality, hygiene, and regulatory requirements applicable to QSR, restaurant, food service, and ready-to-eat food preparation, handling, and delivery operations.
• Comprehensive knowledge of North American requirements, including the US FDA Food Code, state and local public health regulations, employee training and health requirements, and relevant FSMA requirements.
• Knowledge of the Safe Food for Canadians Regulations, Canadian Food Inspection Agency requirements, provincial restaurant and food premises regulations, preventive control plans, and relevant import and supply chain food safety requirements.
• Sound knowledge of supplier assurance principles and manufacturing food safety risks.
• Comprehensive understanding of HACCP principles, risk assessment, and food safety management system implementation.
• Strong communication and diplomacy skills, with the ability to guide, negotiate, influence, and persuade at all levels.
• Advanced critical-thinking and problem-solving skills.
• Excellent relationship-building skills and the ability to work collaboratively within a matrix organisation.

Benefits

• Join a global team where your expertise is valued and your development is supported.
• Collaborative work environment.
• Opportunities for professional growth.
• Flexible working arrangements where applicable.
• Competitive salary aligned with the market.
• Comprehensive benefits package.