Manager, Customer Data Science - CRM

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. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.

From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. 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 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!

Job Description:

We are looking for a Manager to join in our growing US Customer Data Enablement team. This role will be critical in helping the US business maximize the value of our customer data in decision-making and drive incrementality with our customers.

This individual will be responsible for overseeing advanced analytics and modeling workstreams for digital offers, CRM segmentation and loyalty efforts for McDonald's. This individual will work closely with internal teams (e.g., Global Technology, Digital Marketing, Finance, and others) as well as external stakeholders (e.g., agency partners, data providers, etc.) to drive towards operationalizing our approach to customer data analytics.

This position will help guide and deliver the customer analytics we need to drive insight and fuel our digital growth for the McDonald’s USA brand, our largest market globally. The specific focus will be on our CRM, digital offers and loyalty workstreams. Our digital business has grown rapidly in the past few years, and we have aggressive plans to accelerate this growth to deliver on our customer’s expectations for years to come.  With the exciting launch of our loyalty program in 2021 and the heightened focus the business has given to our digital channels like the McDonald’s mobile app, this Manager will work closely with our internal digital marketing teams to help drive our business results.

We are looking for a specialist who is digital at their core and has experience understanding and developing data-driven insights into how loyalty, CRM and digital offers drive QSR/retail and our business specifically.  This person will provide consultive analytical support to help our marketing teams and agencies understand what metrics really matter for our business and owner-operator’s success and will lead activities that determine what levers we can/should be pulling in our owned and paid channels. 

Primary Responsibilities

• Contribute to the development of a long-term CRM lifecycle, digital offers and loyalty program measurement and analytics framework for the US, in collaboration with our internal Global Insights & Analytics COE team and cross-functional leadership.
• Manage and execute key deliverables in a deadline-driven environment.
• Manage relationships with external advanced analytics and data science agencies, inclusive of managing external deliverables and setting priorities.
• Leverage basic statistical concepts (linear regression, logistic regression, decision trees, etc.) to understand the impact of various behavioral variables on sales and other key KPIs that we use to measure the success of our investments.
• Create and present analytics findings/insight to marketing and functional leadership. Storytelling is extremely important for this role so that we ensure insight is understood and leveraged broadly across the key stakeholders.
• Provide leadership and technical expertise/consulting to enable detailed, data-based recommendations and insight to senior members of US Marketing and Owner Operator leadership.
• Develop and manage sophisticated methods of analyzing our customer data, including creating proper hypotheses and measurement strategies across the customer lifecycle with the intent of gaining a deep understanding of our growth drivers.
• Liaise with Global Technology to ensure supporting infrastructure is set up for success.
• Collaborate closely with Global Insights & Analytics leads to share methodologies and expertise.

Qualifications:

• 3+ years of relevant experience in data science
• Bachelor’s degree in Data Science, Computer Science, Statistics, Economics, Information Technology or a related discipline, master's degree a plus
• Proficiency in one or more statistical programming languages (R, Python, SAS)
• Proficiency creating complex SQL queries
• Hands-on experience with analytical techniques like regression (multivariate, logistic, etc.), customer modeling (segmentation, CLV, propensity modeling), forecasting (demand, sales), baselining, etc.
• Experience working with relational databases and large datasets
• Experience working in a multi-cloud architecture environment, preferably with AWS and GCP
• Experience with Alteryx, a plus
• Proficiency in PowerPoint/Excel for storytelling and visualization of results and insights
• Detailed understanding of the digital landscape, preferably in retail and QSR
• Previous experience working on complex CRM and loyalty programs
• Corporate or consulting experience managing sophisticate, analytical projects in large cross-functional organizations such as retail, restaurant or food service, CPG, financial services, etc.
• Proficiency with Tableau or other data visualization tools
• Ability to independently own and drive multiple work streams, often balancing competing and changing priorities
• Experience explaining complex, technical concepts to a non-technical audience
• Excellent written and verbal communication skills, both formal and informal
• Ability to independently own and drive multiple work streams, often balancing competing and changing priorities

Additional Information:

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 recruiting.supportteam@us.mcd.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.