Manager, Customer Engagement
Company Description
Job Description
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 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.
Department Overview
The Customer Engagement and Experience team nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. The Customer Experience and Engagement team relentlessly pursues ways to remove friction and add delight for customers and crew throughout their journeys, enabling our customers to choose McDonald’s more across all digital channels. They also oversee the digital customer engagement strategy, investment, ad execution across all owned channels.
Duties
What We’re Looking For:
- Experience in digital customer experience, product, marketing, eCommerce or channel management.
- Strong analytical capabilities with the ability to turn performance data and customer insights into actionable recommendations.
- Business acumen and curiosity with a bias for action, problem solving and continuous improvement.
- Strong communication and storytelling skills, with an ability to simplify complex or technical topics.
- Ability to thrive in a fast-paced, highly cross-functional environment and build productive relationships across teams.
Key Responsibilities:
Digital CX Ordering Experience
- Support the execution and continuous improvement of the Digital Ordering Experience across app, kiosk and emerging ordering channels.
- Own defined digital customer experience initiatives from planning through implementation, partnering across teams to deliver against agreed objectives and timelines.
- Identify friction points across the customer and crew ordering journey and translate insights into actionable experience improvements.
- Partner with Global Technology and digital product teams to support implementation, testing and adoption of new capabilities in the U.S. market.
- Support integration of digital experiences into the U.S. marketing calendar and national and local activations to drive engagement, conversion and product trial.
Digital Growth & Performance
- Monitor digital ordering performance and key customer experience metrics to identify trends, opportunities and emerging areas of friction.
- Utilize performance data, clickstream analysis, customer research and competitive insights to develop recommendations that improve engagement and conversion.
- Partner with cross-functional teams to investigate performance opportunities, identify root causes and support development of solutions.
- Measure the impact of experience changes and digital initiatives against defined KPIs, sharing learnings and recommendations with Customer Engagement leadership.
- Support U.S. planning processes by contributing to business cases, synthesizing customer and performance insights, and identifying future capability opportunities.
- Translate learnings into clear recommendations that help inform priorities and partner backlogs.
Cross-Functional Partnership & Storytelling
- Partner across U.S., Global, Technology, Operations and Marketing teams to execute digital initiatives and deliver against shared priorities.
- Build productive relationships across cross-functional teams and develop an understanding of how initiatives move from concept through testing, alignment and deployment in the McDonald’s System.
- Develop clear, data-driven narratives and recommendations that connect digital initiatives to customer experience and business outcomes.
- Prepare analysis, recommendations and materials that support alignment with internal stakeholders and Owner/Operator partners.
- Support test-and-learn initiatives, synthesizing results and helping translate learnings into scalable experience improvements.
- Partner with Operations and restaurant readiness teams to help ensure digital experience changes can be successfully implemented for customers and crew.
Qualifications
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Minimum of 5 years of experience in marketing, digital product, customer experience, eCommerce or a related field.
- Experience supporting or leading projects in a digital customer experience, product or channel environment.
- Strong analytical skills with the ability to identify patterns and opportunities in customer and performance data.
- Ability to translate complex or technical information into clear business and customer recommendations.
- Strong project management, prioritization and communication capabilities.
- Demonstrated ability to collaborate effectively across cross-functional teams.
- Demonstrated curiosity and learning agility, with an interest in developing broader digital customer experience and business leadership capabilities.
- Experience working in a complex, matrixed organization preferred.
- Ability to build trusted relationships and influence partners without direct authority.
Compensation
Bonus Eligible: Yes
Long - Term Incentive: Yes
Benefits Eligible: Yes
The position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
Salary Range
The expected salary range range -$110,376.00 - $137,970.00 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, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
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. 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 mcdhrbenefits@us.mcd.com. 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.