Franchisee Engagement Specialist
Chicago, IL
North America (NAM) Client Services – USA Market /
Full-time /
Hybrid
Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re 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 you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve 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 – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve 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 world’s 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 Inspire Brands franchisee network.
What You'll Do:
- As a vital liaison between Coates Group and our franchisee partners, you’ll:
- 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 materials—email templates, portal content, scripts—and 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.
Success Looks Like:
- 85%+ CSAT scores and positive NPS
- Resolution of 90% of escalated issues within 15 days
- Completion of 2+ process improvements per quarter
- Active participation in all franchisee committees and QBRs
- Full ownership of Salesforce-based surveys, from deployment to reporting and action planning
What Yu Bring:
- 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
Why You'll Love it Here:
- 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
$60,000 - $70,000 a year
The annual base salary range for this position is based on the candidate’s experience, qualifications, and skill set. The position is also eligible for an annual discretionary bonus. In addition, Coates Group, offers a comprehensive benefits package, including medical, dental, and vision insurance; a 401(k) plan with employer match; short- and long-term disability coverage; life and AD&D insurance; health savings accounts (HSAs); and flexible spending accounts (FSAs).
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
