Senior Manager, CRM Technology & Operations

McDonalds 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 McDonalds, 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.

While most of us are working remote during COVID-19, we're excited to get back to our state-of-the-art headquarters in the booming West Loop of downtown Chicago! It's set up to be a global hub that cultivates collaboration:

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

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 dont meet every single requirement!

As we advance our US Digital strategy, a critical component of the customer experience is enabling best-in-class marketing and personalization strategies to our customers.

The Senior Manager, CRM Technology & Operations will be responsible for the enablement of marketing communications strategies across owned channels, including email, push, and the customer digital wallet. The objective of this role is to improve our technology investments, ensuring that we are delivering industry-leading communications strategies and effectively using our rich customer data to drive digital adoption and engagement with sustainable, profitable business results. There will be a keen focus on automating for the future to enable personalization at scale. Leading a team of execution specialists, the Sr. Manager, CRM Tech & Ops will bring deep industry knowledge on current marketing technologies, with an innate ability to creatively problem-solve in a highly sophisticated ecosystem.

Responsibilities:

• Evaluate our existing CRM marketing technologies & processes, provide strategic recommendations to identify & close gaps to optimize program performance and ensure we are maximizing our capabilities & effectively bring to bear our customer data
• Handle external agencies and align internal partners (e.g., Customer Data, Product, Global IT) to develop, prioritize and successfully execute CRM use cases to enable our ability to deliver campaigns in alignment to business priorities
• Provide operational management to ensure seamless delivery of marketing communications & incentives across all channels
• Establish and implement measurement protocols and tools, supervise and optimize marketing campaign effectiveness via sharing data and findings
• Develop & implement a roadmap to enable, automate & scale customer-led personalization across marketing communications and the digital customer wallet
• Develop & implement proper QC protocols to mitigate financial & customer risk, partnering with internal and external teams to supervise & QC campaigns for accuracy & completion

• Bachelor's degree in marketing or related field required
• Proven experience working in CRM, Digital and/or Marketing Technology
• Strong project management and execution success
• Ability to work at a fast pace while handling competing priorities
• Demonstrate a clear understanding of the products, processes, tools and implementation standard methodologies
• Technical acumen with a proven track record to quickly learn new skills and assimilate new technologies
• Highly analytical and innovative; capable of driving the creation of new insights and getting on board at all levels in larger, more matrixed organizations
• Self-starter with a strong bias for action

McDonalds 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]

McDonalds 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.