Manager, Global CRM Marketing at McDonald's Technology

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Company Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries and billions of customers served each year. As the global leader in the food service industry, we have a legacy of innovation and hard work that continues to drive us. Today, we are growing with velocity and are focused on modernizing our experiences, not to make a different McDonald’s, but to build a better McDonald’s.

We are moving fast and are adding to our best-in-class team. Joining McDonald's means thinking big every day and preparing for a career that can have impact around the world. We are customer obsessed, committed to being leaders, and believe we are better when we work together. Over the last couple years, we’ve launched home delivery, modernized our restaurant experience through digital enhancements and have so much more to come.

We are dedicated to using our scale for good: good for people, our industry and the planet. From ambitious recycling initiatives and balanced sourcing efforts to our partnership with Ronald McDonald House Charities, we are constantly improving. We see every single day as a chance to have a genuine impact on our customers, our people and our partners.

Our new, state-of-the-art headquarters is located in the booming West Loop area in the heart of downtown Chicago. It's set up to be a global hub that cultivates innovation. Take a class at Hamburger University, sample future menu items in our Test Kitchen, and utilize the latest technology to communicate with your team around the globe! Our office helps us connect with each other like never before. Participate in monthly organized events, enjoy massive outdoor spaces, an 8000 square foot gym, and an onsite McDonald's serving international favorites. Needless to say, you’ll be lovin’ it here!

Job Description

McDonald's is the world's leading global food service retailer, with over 36,000 locations in over 100 countries. The strength of the alignment among McDonald's, its franchisees and suppliers (collectively referred to as the "System") has been key to McDonald's long-term success. By using its System, the company has been able to identify, implement and scale ideas that meet customers' changing needs and preferences. In addition, the business model enables McDonald's to consistently deliver locally relevant restaurant experiences to customers and serve as an integral part of the communities it serves.

The overall vision for McDonald's is to become a modern, forward-thinking burger company delivering a contemporary customer experience. Modern is about getting the brand to where it needs to be today, and forward-thinking is about doing what it takes to be the McDonald's customers will expect tomorrow. To realize this commitment, McDonald’s is focusing on its customers and what matters most to them – hot and fresh food, fast and friendly service, and a contemporary restaurant experience.

The cornerstone of the McDonald’s System is its powerful and enduring brand. As such, the company is demonstrating its competitive strengths: iconic menu items that customers love, a unique franchise model that empowers local entrepreneurs, size and scale that make operational investments efficient, and a global, well diversified geographic footprint.

Key McDonalds's corporation facts

The power of McDonald’s franchisees, suppliers and employees working together toward a common goal is what makes the company the world’s leading quick-service restaurant brand. Franchisees bring the spirit of entrepreneurship and commitment to communities, suppliers are dedicated to the highest levels of quality and safety, and the company facilitates learning and sharing across McDonald’s more than 36,000 restaurants worldwide. Nearly 25 million customers are served daily in the 14,000 U.S. locations.

Financial and operational highlights

While McDonald’s is a global brand, the vast majority of restaurants – more than 80% worldwide and nearly 90% in the U.S. – are owned and operated by approximately 5,000 independent, small- and mid-sized businessmen and women. Franchisees often live in the communities they serve and are committed to making a positive impact locally – from providing good food, customer service and job opportunities, to supporting local charities and other ways of giving back. McDonald’s pays special attention to how its customers are similar and how they are different. For that reason, markets and countries have latitude with regard to menu, marketing, community involvement and local business management.

Culture

McDonald’s is about making delicious, feel-good moments easy for everyone. Our purpose goes beyond what we sell. We’re using our reach to be a positive force for our customers, our people, our communities and our world. We promote choices with real ingredients, great taste and clarity. We create opportunity, encourage diversity, offer training, and facilitate collaboration and reward achievement. We champion happy, healthy kids; we keep families together through Ronald McDonald House Charities; and we strive to reducing our footprint, using less energy and recycling more. And we’re dedicated to doing more, evolving alongside our customers, building memories that last a lifetime and goodwill that lasts forever.

The Manager, Global CRM Marketing will support McDonald’s transformative CRM & Loyalty efforts and the implementation of the company’s long-term CRM strategy. The role has an important part to play in supporting the CRM & Loyalty strategy globally at McDonald’s to drive deeper relationships with our customers. As CRM interacts with every function in our business, this role will encompass wide range of projects that are key to the growth of McDonald’s.

Achievement Orientation

In a dynamic, international environment where customer loyalty and technology require McDonald’s to adapt to rapidly evolving consumer habits, this role will be successful by:

  • You will work to achieve McDonald’s CRM and loyalty goals, actively overcoming obstacles and/or planning for contingencies.
  • You are able to showing strong passion and a high sense of urgency for reaching McDonald’s CRM ambitious targets.
  • You can review plan performance and progress regularly to ensure the CRM team and partners are achieving results.
  • You are Rigorously evaluating program goals and rapidly responding with decisive, corrective actions when necessary.

Collaboration and Influencing

In a highly matrixed organization with multiple stakeholders and a massive global footprint, this new hire will thrive by:

  • You are able to Accept others’ opinions and sharing information with his/her team members.
  • Encouraging collaboration, believing it gets results.
  • Using expertise and/or logical arguments inducing others to take desired actions, including the use of tools such as examples, demonstrations and data.
  • You understand that people in different countries and organizations may respond differently.

Desired outcomes

  • Manage and develop a strategic vision and implementation plan for CRM globally across the business.
  • Manage the delivery of projects on time and with added new value to the MCD global markets
  • Codification of insights and learnings from markets (e.g., case studies and tools)
  • Adoption of best in class CRM approach and capabilities across markets globally
  • Adoption of new ways of working to support best in class CRM approach
  • Proven financial and customer impact from driving best in class CRM processes across markets globally
  • Increased trust with operators (i.e., franchisees) and other stakeholders processes via transparency into approach and business outcomes
  • Established direct point of contact with markets

Qualifications

Ideal experience

  • Strong background in CRM, loyalty and marketing
  • Professional CRM experience and 5-10 years working within an advanced retailer, e-commerce company, or a multi-unit environment
  • Experience supporting personalized campaigns (1 to 1) for customers
  • Experience driving multichannel activation (email, push notification, app offers, etc.)
  • Digital experience with CRM, using Apps to drive customer behavior
  • Experience managing, planning and executing CRM with measurable outcomes
  • Experience creating concrete, actionable marketing plans for new programs
  • Proven ability to manage multiple projects simultaneously while balancing competing and changing priorities
  • B.A./B.S. degree, M.B.A. or other relevant masters preferred.

Critical leadership capabilities

Achievement Orientation

In a dynamic, international environment where customer loyalty and technology require McDonald’s to adapt to rapidly evolving consumer habits, this role will be successful by:

  • You will work to achieve McDonald’s CRM and loyalty goals, actively overcoming obstacles and/or planning for contingencies.
  • You are able to showing strong passion and a high sense of urgency for reaching McDonald’s CRM ambitious targets.
  • You can review plan performance and progress regularly to ensure the CRM team and partners are achieving results.
  • You are Rigorously evaluating program goals and rapidly responding with decisive, corrective actions when necessary.

Collaboration and Influencing

In a highly matrixed organization with multiple stakeholders and a massive global footprint, this new hire will thrive by:

  • You are able to Accept others’ opinions and sharing information with his/her team members.
  • Encouraging collaboration, believing it gets results.
  • Using expertise and/or logical arguments inducing others to take desired actions, including the use of tools such as examples, demonstrations and data.
  • You understand that people in different countries and organizations may respond differently.

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 [email protected] 

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.

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Location

In the heart of the West Loop, a vibrant and rapidly growing tech neighborhood. Our new HQ is accessible by all forms of transportation.