Manager, Customer Engagement

Department Overview

McDonald’s has long been an industry leader, innovating to deliver improvements in the experience for our customers. Our digital platforms have become an increasingly critical part of delivering great customer experiences, representing a large and growing proportion of system sales.

CRM at McDonald’s lives on top of our digital platforms, with a dual mandate to drive increases in sales by maintaining and growing the frequency of customer visits, while supporting acquisition and retention of new customers as a part of our active user ambition. The Global CRM team sits at the center, driving toward these goals by coordinating across markets to support data-led strategy, execution and operations.

Recently, the CRM and Media organizations have merged to create an integrated function, with the ambition of delivering great customer communication that inspires, amplifies and accelerates our ability to make more of the moments that matter to our fans. This is an incredibly exciting, developing space with tremendous opportunity to drive change and advancement in partnership with our markets.

We are seeking a Manager, Global CRM to guide and elevate our data-driven CRM strategy across all markets. You will play a pivotal role in partnering with our markets and agencies

to create best-in-class CRM strategy and execution that leverages our global scale and drives results for the business.

This role reports to the Global Director, CRM, within the Integrated Channels team. Key partners in Global include Media, Brand, Loyalty, Martech/Adtech, Global Insights & Analytics team (GI&A). This role will closely partner with the digital leads and agencies across global markets to help them deliver on their business goals and chart the course for the future.

Duties

· Partner with markets to drive CRM excellence, identifying best-in-class efforts and working to standardize across process, platforms and execution to improve performance and efficiency of campaigns.

· Support Global Campaigns by creating CRM strategies, tactical plans, guidebooks and executable workflows in support of campaign and digital objectives, partnering across global and markets to streamlining adoption.

· Assist markets in CRM agency transitions, including pitches, onboarding and process embedding to ensure high performance and rapid adoption across markets.

· Support the acceleration of “always on” customer lifecycle, partnering with markets to iteratively test and scale toward a common global ambition for this space.

· Establish, standardize and drive alignment behind key CRM performance metrics, partnering with Global Insights to refine strategies and tactics at the macro level.

· Create global guidance on CRM and conduct trainings and workshops in support of advancing in-market capabilities and performance.

· Foster collaboration by building strong partnerships across markets and within the integrated channels team.

Qualifications

Qualifications

· Proven capability in CRM and digital, including campaign management, always-on/lifecycle management, processes, operations and agency management.

· Capable of managing sophisticated and ambiguous projects, especially working with and training international teams and leaders

· Ability to craft and implement procedures across sophisticated organizations

· Excellent project execution capabilities with strong attention to detail

· Able to define timelines and ensure projects stay on-track

· Ability to build strategic relationships with internal stakeholders and agencies across multiple geographies.

· Confidence and poise in communicating, with the ability to effectively engage on hard issues and influence decision-making

Requirements

· 5+ years in a program management role with experience owning projects from inception to delivery, including developing structured solutions

· Based in Chicago office with ability to travel internationally

· Demonstrated ability to drive business growth and measurable outcomes

· Passionate about QSR and the McDonald’s brand

· Strong track record of working in an innovative, customer-led landscape

· Ability to work in a fast-paced environment while managing competing priorities

· Strong customer focus, instinct, and passion

· Bachelor’s degree in a related field

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $112,860.00 - $143,900.00 per year.
 
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.