Franchisee Engagement Director
Chicago, IL
NAM Tech & Global McDonald's Account – McDonald's Account & Program Management /
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.
We’re seeking a dynamic Director of Franchisee Engagement to lead strategic initiatives that strengthen franchise relationships and drive digital transformation across our network. In this high-impact role, you’ll partner directly with franchisees to identify needs, eliminate operational friction, and deliver digital solutions that boost performance, customer satisfaction, and brand consistency.
What You'll Do:
- Champion and execute a digital engagement strategy to enhance franchisee operations and customer experiences.
- Lead franchisee needs assessments to uncover gaps and opportunities for tech-driven improvement.
- Collaborate with product and software teams to roll out tools like CRMs, ordering platforms, and customer feedback systems.
- Deliver engaging training to franchisees and their teams on digital tools and best practices.
- Define and track KPIs to measure the impact of digital initiatives on performance and satisfaction.
- Serve as a trusted advisor to franchisees on digital marketing, social media, and data analytics.
- Regularly gather and act on franchisee feedback to refine digital solutions and engagement strategies.
- Build consistent, value-driven communications and resources for franchisee use across departments.
- Actively participate in franchisee committees, events, and brand charitable programs to foster strong relationships.
- Manage escalations and ensure cross-functional coordination to support franchisee success.
- Oversee CSAT alignment and response efforts to maintain service excellence and accountability.
What We're Looking For:
- Bachelor’s in Business, Marketing, or IT; Master’s preferred.
- 10+ years in digital strategy or transformation, ideally within a franchise model.
- Deep knowledge of digital tools and how they drive operational efficiency and customer engagement.
- Strong leadership and change management skills, especially in guiding digital adoption.
- Exceptional communication, collaboration, and stakeholder engagement abilities.
- Proven experience using data to inform strategy and improve outcomes.
- Willingness to travel to connect with franchisees and understand operations firsthand.
What Sets You Apart:
- A franchise-first mindset with a passion for helping partners thrive.
- Visionary leadership in digital transformation with a track record of execution.
- Comfort navigating ambiguity and translating feedback into action.
- Commitment to innovation, continuous improvement, and collaborative success.
$135,000 - $150,000 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).
