Customer Experience Department Manager at McDonalds
- Plan, direct and coordinate customer service systems in a high-volume restaurant.
- Monitor customer feedback and operational results to implement improvements.
- Lead and support customer-facing employees to enhance service delivery.
ONLY PEOPLE WHO SUPPLY A RESUME WILL BE CONSIDERED!
EMPAB PTY LTD The Trustee for the Bews Family Trust is seeking for experienced Customer Experience Department Managers to join the team!
Tenancy: Position is available full-time 38/h per week
Salary: $79,500
Vacancy address: 103 Laurel Ave, Lismore NSW 2480
Work type: Full time, 38 hours per week
Position summary
The Customer Experience Department Manager plans, directs and coordinates the systems that support customer service across a high-volume, 24-hour quick-service restaurant. The role is responsible for customer experience standards, service performance, customer recovery, sales initiatives and the development of employees working in customer-facing operations.
Working within a franchised restaurant, the manager monitors customer feedback and operational results, implements improvements and ensures service delivery meets McDonald’s standards and company procedures.
Key responsibilities
Customer experience and service standards
- Develop and implement initiatives to improve customer satisfaction and service consistency.
- Monitor customer feedback, complaints and service measures, and take corrective action where required.
- Manage customer recovery processes and ensure customer concerns are investigated and resolved.
- Maintain McDonald’s Quality, Service, Cleanliness and Value standards across customer-facing operations.
Operational performance
- Coordinate service delivery across Front Counter, Drive Thru, Table Service, McDelivery and McCafé.
- Review service times and other operational measures to identify delays and improve performance during peak periods.
- Develop procedures that support consistent service across customer-facing departments.
- Conduct operational inspections and address service, safety and compliance issues.
Sales and business improvement
- Analyse guest counts, sales results and customer trends to identify opportunities for growth.
- Coordinate local marketing, customer engagement and community initiatives.
- Prepare departmental reports and action plans for Restaurant Managers and senior leadership.
- Monitor the effect of customer experience initiatives on repeat visits, sales and restaurant performance.
Workforce planning and leadership
- Lead and support Customer Experience Crew, Crew Coaches and other employees involved in customer-facing operations.
- Plan training and coaching to build customer service skills and employee capability.
- Review team performance and implement improvements where needed.
- Work with Restaurant Management on rosters, staffing levels and labour productivity.
Compliance and community engagement
- Ensure customer-facing operations follow workplace safety, food safety, company and franchise procedures.
- Promote a safe and respectful environment for employees and customers.
- Coordinate participation in relevant local events, community partnerships and McDonald’s charitable initiatives.
Qualifications and experience
Applicants require an AQF Diploma or higher qualification in hospitality, business, retail management or a related field, together with at least one year of relevant experience. Alternatively, at least three years of relevant managerial experience may substitute for the formal qualification.
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