Manager, Customer Engagement

Company Description: 

McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald's remains one of the world's leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world. 

At McDonald's, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements. 

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.

· 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

· 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

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

The expected salary range for this role is $107, $134,605.00 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.

Additional Information: 

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.  

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance. 

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald's long-term incentive plan. 

McDonald's is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald's provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact Reasonable accommodations will be determined on a case-by-case basis. 

McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Nothing in this job posting or description should be construed as an offer or guarantee of employment.