Guest Relations Manager

Job Description:

Reporting to the Director of National Operations, the Guest Relations Manager works cross-functionally with a team of corporate and franchisee partners tosupport McDonald’s guest recovery efforts and guest feedback program. Leveraging the resources of a Global Brand, the Manager will have an opportunity to innovate and continuously evolve capabilities in a rapidly changing field. The Guest Relations Manager will set the vision and motivate the team to elevate McDonald’s Guest Relations capabilities and technologies to become the best in class.

Job Responsibilities:

• Liaison with leaders from other McDonald’s markets and external peers for sharing best practices, while keeping informed on competitive activity and threats
• Develop long term strategic plans to evolve our Guest Relations and CSAT programs and technologies in a rapidly changing environment
• Setting and communicating restaurant level guest satisfaction targets and maintaining Voice of Guest measures
• Budget responsibility for five vendors, including Contact Centre, CRM systems, Restaurant Crisis Hotline and CSAT program
• Engaging with and soliciting feedback from key stakeholders, including Owner/Operators, field team and senior management
• Ability to manage sensitive Guest concerns and escalations, and leading a cross functional effort towards successful resolution
• This position requires travel throughout North America periodically
• Ability to enhance key systems and workflows to optimize the productivity and quality performance of our Contact Centre team
• Strong vendor management oversight and guidance, including accountability for Contact Centre KPIs and related budget
• Prepare business cases and cost projections for specific tactics that make your vision a reality
• Lead and inspire an internal team of three and an outsourced Contact Centre with up to 50 Agents, supporting and encouraging the development of Guest Relations team members

Job Requirements:

• Technical skills: proficient in Microsoft Office applications (Outlook, Teams, Word, PowerPoint, Excel), social media platforms, CRM platforms, and related system integrations
• Strategic Perspective: Ability to envision the future and develop innovative strategic plans to continuously evolve and strengthen McDonald’s customer support
• Customer Service: strong customer service knowledge and experience, and ability to put the customer first with high degree of empathy.
• Experience managing a Contact Centre and/or CSAT program is considered an asset.
• Flexibility: Comfortable working in a face-paced, agile environment independently and collaboratively with diverse stakeholders
• Communication and interpersonal skills: strong communication skills with the ability to inspire trust and motivation with internal and external stakeholders. Bilingual in English and French is considered an asset
• Vendor management: demonstrated experience fostering strong working relationships with external vendors to reach KPIs
• The experience: 10 years of managerial experience, leading and inspiring a cross-functional team to achieve departmental goals, preferably within the restaurant and/or hospitality industry.

Job Details:

Company: McDonalds

Vacancy Type: Full Time

Job Location: Brampton, Ontario, CA

Application Deadline: N/A

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