Manager, Customer Engagement

McDonald's Corporation•Chicago, IL

11d•$107,684 - $134,605

About The Position

The Customer Engagement & Experience team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. We relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels –from the Mobile App, self-ordering Kiosks, to Digital Menu Boards (DMBs). We also oversee the digital customer engagement strategy, investment, and execution across all owned channels. As a team member of the Digital Menu Boards Experience team, you get to join us in directly shaping & influencing how consumers experience our brand and our food at the most critical point of the ordering journey. As our largest sales driver channel, Drive-Thru is where McDonald’s meets customers at the speed of life. It’s our biggest day-to-day consumer channel, where convenience becomes loyalty, and seconds shape satisfaction. In a lane measured in moments, every interaction is a chance to make the experience feel effortless, personal, and unmistakably McDonald’s. This role exists to elevate that journey, turning operational realities, customer behavior, and data-driven merchandising into a Drive-Thru experience that drives visits, value, and trust. As a Manager on this team, you will serve as a key execution leader and connector across Marketing, Technology, Operations, and agency partners, ensuring that strategic priorities are translated into well-executed, scalable solutions across the DMB ecosystem. You will own end-to-end delivery of key initiatives, drive test-and-learn innovation, and influence cross-functional teams to deliver measurable business outcomes.

Requirements

Bachelor’s degree in Marketing, Business Administration, or related field
4–6+ years of experience in marketing, digital, or technology-related roles
Experience leading cross-functional initiatives in matrixed organizations
Strong project management skills with ability to manage multiple workstreams simultaneously
Experience working with or supporting digital platforms, CMS tools, or customer engagement technologies
Ability to influence stakeholders without direct authority

Nice To Haves

Strong balance of strategic thinking and hands-on execution
Ability to connect customer needs, business goals, and technical feasibility
Proven ability to drive alignment and deliver results in complex environments
Comfort navigating ambiguity and adapting to evolving priorities
Passion for innovation and improving customer experiences through digital solutions

Responsibilities

Own execution of DMB initiatives, translating marketing strategies into actionable platform and CMS requirements
Drive optimization of menu board experiences across Drive-Thru and Front Counter, leveraging data, testing, and customer insights
Partner with Technology teams to ensure solutions are feasible, scalable, and aligned with business needs
Support ongoing evolution of DMB 2.0 capabilities, balancing innovation with operational realities
Lead cross-functional workstreams across Marketing, Technology, Operations, Customer Insights, and Global partners
Align stakeholders on priorities, timelines, and deliverables to ensure seamless project execution
Proactively identify risks, dependencies, and tradeoffs; recommend solutions to maintain progress
Act as a key point of contact for agency partners, guiding development of initiatives and project plans
Support the design and execution of test-and-learn initiatives to improve customer experience and business performance
Partner with analytics and insights teams to define success metrics and extract actionable learnings
Scale successful pilots into broader system implementations
Support deployment of global restaurant platform initiatives in the U.S. market
Adapt global strategies to meet local business needs, ensuring alignment with KPIs and timelines
Coordinate across teams to ensure smooth rollout and adoption
Manage multiple concurrent initiatives, ensuring clear prioritization and alignment across stakeholders
Maintain project plans, track milestones, and ensure delivery against KPIs
Drive clarity and communication across complex, matrixed environments
Build strong relationships across cross-functional teams and levels
Communicate effectively to translate technical concepts into business impact
Contribute to storytelling that demonstrates value, drives alignment, and supports decision-making