Manager, Customer Engagement – Omni-Channel

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.

Job Description

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 Manager, Customer Engagement – Omni-Channel role, you will contribute to these priorities in through the following ways:

• Day-to-day lead on campaign message maps & channel strategy planning for CE&X + B&C​
• Accountable for application of omnichannel strategies and execution within campaigns, among agency and internal teams​
• Supports execution of national & local retail strategy​
• Considers campaign extensions and menu implications across ALL channels (GMA, menu boards, kiosk, emerging)

• Provide thought leadership and strategic expertise among the broader marketing team, championing the digital marketing plans/recommendations to senior leaders internally and externally with our franchisees.
• Collaborate with various digital marketing teams (media, digital customer experiences, martech strategy & enablement) to identify and evaluate opportunities and optimizations across campaigns and experiences.
• Keep a pulse on emerging trends and platforms that offer new ways for the brand to maintain a modern, relevant presence in culture.
• Empower the ongoing measurement and evaluation of engagement efforts to apply findings to future initiatives.

Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $112,860 – $143,900 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.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or a related field. MBA preferred.
• Minimum of 5 years of experience in marketing or a related field
• Proven experience working in digital marketing, campaign strategy, or some combination with a broad base of different experiences to drive business growth
• Experience of working in complex global organizations, preferably within consumer facing environments, with demonstrable ability to influence and lead cross-functionally
• Experience working on campaign or content development from briefing to execution for large brand campaigns
• Ability to work at a fast pace while managing competing priorities across various campaigns or workstreams
• Familiarity with the IMPACT or similar campaign development process​
• Exposure to creative agency and some previous campaign work preferred​
• Ability to influence cross-functional adherence to defined channel strategies

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 f