Supervisor, Customer Engagement

Department Overview

The Customer Engagement team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. They relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels – from the Mobile App, self-ordering Kiosks, to Menu Boards (DMBs). They also oversee the digital customer engagement strategy, investment, and execution across all owned channels.

Specifically within the Digital Ordering Experience sub-team, the team focuses on driving innovation across the digital and restaurant customer journeys and platforms, ensuring every interaction feels intuitive, rewarding, and on-brand. Focus areas include delivering personalized experiences throughout the user flow, UX/UI optimization, integrated promotions & loyalty strategies, as well as menu board enhancements that deliver on ongoing and future business needs, while continuously refining and improving learnings through data-driven insights & testing.

Duties

As the Supervisor in the Customer Engagement - Emerging Experience team, you will contribute to these priorities in the following ways:

• Connect Marketing strategies with Technology to execute broader system initiatives that innovate and enhance consumers’ experience at our restaurants, applying a deep customer-centric mindset into actionable deployment that aligns with our fans’ needs and our business objectives. Examples include voice AI ordering at drive-thrus, transitioning menu board provider & platform across 14,000 US restaurants, reimagining the future of Menu Boards and Ordering Experiences as a whole etc.

• Lead initiative-driven "test & learn" strategies in collaboration with cross-functional teams—including Global, US Technology, Customer Insights, and US Marketing—to drive innovation and optimize business outcomes.

• Support the implementation of large-scale Global restaurant platforms initiatives in the U.S. under the Customer Experience - Serve vision - with attention to meeting key deliverables and KPIs

• Support contact for agency teams on initiative developm

Qualifications

Bachelor’s degree in Marketing, Business Administration, or a related field.
• Minimum of 3 years of experience in marketing or a related field
• Strong leadership capabilities, including the ability to adapt to various constituencies.
• Ability to contribute to, influence, and frequently lead cross-functional teams.
• Some technology background and/or understanding of content management systems preferred
• Some project management experience preferred

Compensation

Bonus Eligible: YES

Benefits Eligible: YES

Salary Range

Salary range: $87,050-$108,810

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.

Competencies