Senior Manager, Customer Engagement – CRM

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.

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.

In the Senior Manager, Customer Engagement – CRM role, you will contribute to these priorities in through the following ways:

• Act as alignment lead for any cross-functional and agency partners to ensure digital customer engagement strategy aligns with overall US Marketing and McDonald’s USA business growth initiatives
• Advocate for data driven marketing, steering upstream customer data insights into total marketing strategy / planning (close partnership with customer insights/analytics to build techniques & capability)
• Drives lifecycle program strategy and tactics, inclusive of lifecycle communications and offers
• Builds CRM strategy reflecting marketing priorities and digital ambitions
• Responsible for key agency relationships
• Heavy involvement in strategy conversations with leadership, influencing strategy, and leading execution of strategy with teams and Oos
• Develop and coach direct reports in order to improve efficiencies and performance

Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $149,260 – $190,310 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.

• Bachelor’s degree in Marketing, Business Administration, or a related field. MBA preferred.
• Minimum of 7 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.
• Experience leading and/or facilitating complex global organizational change, preferably in building, implementing, and sustaining people, finance or technology programs or initiatives.
• Strong storytelling with ability to adjust narrative based on depth of audience knowledge of topic
• Ability to influence and lead managers on the team with prioritization and strategic thought leadership

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 [email protected]. 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.