Sr Manager, Transformation

Department Overview

McDonald's is evolving its global marketing model to be more connected, efficient, and effective. As part of this effort, McDonald's is establishing a Future of Marketing team to define how marketing capabilities, processes, and ways of working will evolve over time. The team will help the business better leverage scale, improve consistency across markets, and strengthen the overall effectiveness of marketing investments.

Reporting to the Customer Engagement Tower Lead, the Future of Marketing: PSD – Customer Engagement: Owned Strategy (CRM) will support the design of future-state process workflows, RACI frameworks, and operating models for how McDonald's manages owned channel strategies and CRM capabilities across global and market teams.

The role requires solid knowledge of CRM, owned channel strategy, and customer lifecycle marketing, along with the ability to contribute to process design and documentation that enables consistent, scalable owned engagement across a complex, multi-market QSR environment.

Duties

• Support the design of end-to-end process workflows to deliver cohesive and integrated experiences across loyalty, owned experiences like app, kiosk and menu boards as well as CRM, including campaign planning, audience management, and lifecycle communications.
• Contribute to the development of RACI frameworks that define roles and decision rights across global, market, and technology teams for owned channels execution.
• Document current-state process gaps and inefficiencies and contribute to future-state solutions that improve consistency and speed.
• Partner with CRM, Loyalty, Martech, and Data to design future-state CRM process workflows that provide the foundation for scalable personalization and LTV optimization, in close partnership with Data, Insights, and Audience Strategy teams.
• Partner with CRM, Loyalty, Martech, and Data teams to ensure CRM process designs determine necessary technical capabilities and data availability to deliver owned experiences.
• Collaborate with the Global CRM and Martech teams to assess and determine requirements for best-in-class tools and systems
• Assist in developing governance standards for owned channel activation, including approval workflows and content governance.
• Collaborate with the Customer Engagement Tower Lead and PSD leads to ensure CRM process design is integrated with broader campaign and consumer experiences development processes.
• Support the development of process documentation and stakeholder communication materials.

Qualifications

• Solid experience in CRM, owned channel marketing, or customer lifecycle strategy within a marketing organization.
• Understanding of how owned channel processes & Audience strategy processes operate across global and market teams in a multi-market environment.
• Experience contributing to process design, documentation, or operating model work in a cross-functional setting.
• Familiarity with CRM and Loyalty platforms, marketing automation tools, and data-driven personalization approaches.
• Collaboration & Influence: Influences without direct authority; unites matrixed stakeholders around common goals.
• Navigating Ambiguity: Brings structure to the undefined; creates actionable frameworks from complex issues.
• Communication: Articulates complex strategies and "the why" to mid-to-senior level stakeholders.
• Prioritization & Workload: Prioritizes competing projects; balances immediate team workloads while keeping focus on strategic goals.
• Execution & Leadership: Strategic problem-solver; connects operational process to broader business outcomes

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $141,955.00 - $177,444.00 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.