Manager, CRM & Engagement
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. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.
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 outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don’t meet every single requirement!
At McDonald’s we have a highly bold vision of knowing our customers to better anticipate and serve their needs. We are passionate about our customers and believe the more we communicate and create relevant experiences the better we can serve them. No other food brand has the privilege of serving 85% of America each year. Envision being able to build deeper relationship with the majority of America to make more feel-good moments, in a time where those are in need more than ever. We are midway through a digital transformation which is a top leadership priority. We are looking for talent that thrives in a fast-paced environment, likes the building and optimizing stage of a transformation, who has vision and passion for unlocking the power of customer data and isn’t shy about sharing that vision with others while building diverse, high functioning teams and creating an inclusive leadership environment.
As the Customer Relationship Management & Engagement Manager you will be responsible for leading and evolving our current lifecycle communication/engagement strategy and execution to drive healthy customer growth, significant engagement with our known customer base, and create a best-in-class retention program. This role will define and champion highly personalized content experiences for our known customers and drive a customer -first mentality across all owned channels (email, push notification, app, .com), while working hand in hand with the media team and larger marketing organization.
Key Areas of Accountability:
Identify Customer Segmentation & Personalization rooted in data to drive 1:1 communication that enhances customer lifetime value
Orchestrate, develop, enhance, and implement hyper-personalized customer touchpoints across all lifecycle stages and owned channels to deepen the relationship and engagement with our customers.
Able to translate data signals into engagement, message, content, and creative strategies for owned channels.
Deliver incremental profitable, revenue through maximizing engagement across our known customer base.
Partner with Brand, Insights, Analytics, and Loyalty teams to conceptualize and create customer-centric data-driven activation campaigns
Collaborate with Technology & Data teams (MarTech) to define specific CRM use cases and advise on roadmaps to pace and sequence development and API integrations.
At least 3 years in Loyalty or Direct Marketing.
Proven experience in leading CRM and campaign measurement approaches.
Working understanding of CRM MarTech technology stacks and data connectivity required to drive program performance.
Experience working with or at agency.
Experience in omni-channel retail industry and/or franchised business is a plus
Strong analytic and critical thinking.
Strong project management and planning skills.
Strong storytelling and presentation skills to enable support and understanding across various audiences.
Must be in office 3 days a week (non-remote)
Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.
McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact email@example.com
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.