Franchisee Engagement Specialist

Coates Group•Chicago, IL

2d•$60,000 - $70,000

About The Position

For over almost 60 years, our solutions have enabled impactful connections between some of the worldâs leading brands and their customers. And while weâve already done a lot of work weâre proud of, weâre just getting started! Weâre a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If youâve ordered in-store or in the drive-thru at McDonaldâs somewhere in the world in the last few years, chances are youâve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose â Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, weâve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the worldâs leading brands leverage technology to drive the best customer experiences. Are you passionate about building relationships, solving problems, and creating exceptional franchisee experiences? Coates Group is looking for a Franchisee Engagement Specialist to champion communication, drive digital adoption, and improve operational excellence across our McDonalds franchisee network.

Requirements

3+ years in franchise/restaurant operations, customer service, or digital transformation
Strong understanding of digital platforms and how they drive performance
Excellent relationship-building, communication, and project management skills
Proficiency in Salesforce or similar CRM systems
Analytical mindset with the ability to turn feedback and data into actionable results
Willingness to travel for market visits, training, and relationship-building

Responsibilities

Drive Engagement: Support the development and execution of franchisee engagement strategies, with a focus on digital platform adoption and training.
Lead Communication: Craft clear, compelling materialsâemail templates, portal content, scriptsâand manage consistent, brand-aligned messaging.
Enhance Experience: Gather franchisee feedback, identify key insights, and collaborate cross-functionally to deliver process improvements.
Support Training: Help design and deliver franchisee-facing training programs to maximize proficiency in digital tools and customer engagement strategies.
Champion Insights: Analyze CSAT, NPS, and survey data to identify opportunities, recommend improvements, and report findings during Quarterly Business Reviews.
Foster Relationships: Serve as a trusted escalation point and maintain strong, proactive relationships with franchisees through regular meetings, committee participation, and charity event involvement.
Execute Operational Excellence: Track and manage key performance indicators, survey follow-ups, and internal initiatives to ensure timely, high-impact outcomes.

Benefits

Work with some of the most iconic QSR brands in the world
Shape the franchisee experience at the intersection of technology and operations
Collaborate with a passionate, innovative, and people-first team
Enjoy a dynamic environment that rewards creativity, initiative, and results
annual market competitive bonus program
âThrive Programâ which includes a suite of flexible work options
dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions)
Global Wellness paid day off to recharge
âGive Back Dayâ to allow our Crew an opportunity to make an impact in the community

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