CRM Campaign Implementation Specialist

2 months ago

Toronto, Ontario, Canada McDonald's Corporation Full time

Company Overview:
At McDonald's, we strive for excellence, and that begins with attracting exceptional talent. Our diverse team comprises innovative thinkers, problem solvers, and leaders who take their work seriously while enjoying the journey. We continuously challenge ourselves to enhance our skills and knowledge, prioritizing both personal and professional development, and we celebrate our achievements together.

Position Overview:

Job Title: CRM Campaign Implementation Specialist
Department: Global Technology
Job Level: Specialist (Global Grade 2)
Reporting To: Manager, RFM Data Management & Deployment
Employment Type: Full-Time

Role Summary
Located in Toronto, the CRM Campaign Implementation Specialist will oversee the execution of all initiatives within the Digital CRM Program. This role is integral to a dynamic and high-priority team within the Canada Technology sector, supporting both innovative and routine projects/programs that involve segmentation, promotional offers, loyalty initiatives, and various CRM strategies. You will collaborate with key stakeholders from Marketing, Insights, Technology, and agency teams to ensure timely and accurate deployment of campaigns to our valued Guests. The CRM Campaign Implementation Specialist will report directly to the Manager of Restaurant Technology Operations.

Benefits of the Role:
This position offers a unique opportunity to be part of a leading organization during a period of significant transformation. You will gain insights across all organizational levels, from team members to executives and franchisees. We are looking for individuals who desire to thrive in a winning culture while making a meaningful impact on central initiatives.

Key Responsibilities:
In alignment with McDonald's policies and procedures, key responsibilities include, but are not limited to:

  1. Execute marketing campaigns utilizing various tools managed by the Restaurant Technology Operations team (CRM systems and RFM).
  2. In CRM systems, schedule and implement Advanced Segmentation, promotional offers, bonus campaigns, lifecycle journeys, and other digital initiatives using McDonald's backend campaign management platforms to support the Digital CRM, Offers, and Loyalty programs.
  3. Update the Canada McDonald's website with new product launches to ensure compliance with Canadian nutritional regulations.
  4. In the RFM tool, implement marketing campaigns (basic level).
  5. Manage routine activities and administrative tasks for CRM Operations and RFM functions (e.g., responding to inquiries and escalations from the field, ensuring compliance with CASL legislation, creating images, requesting legal or translation input and approval, processing files).
  6. Gather briefs from the Digital Program or Marketing team to execute all offers, bonus campaigns, and RFM programming (basic level).
  7. Acquire knowledge of new functionalities and adapt operational procedures based on platform upgrades.
  8. Develop training materials, Q&A documents, and guides for programs and projects.
Required Qualifications:
  1. Experience:
  2. 3-5 years of experience with content management systems (CMS), segmentation, and CRM software.
  3. Experience in a fast-paced Retail & Quick-Service Restaurant environment is preferred.
  4. Education: Post-secondary education focused on Digital, Business, Marketing, or a related field.
  5. Technical Skills:
  6. Experience in an agile environment with various web-based project management tools (e.g., Basecamp, JIRA, Confluence, Asana, Wrike, etc.).
  7. Proficient in Microsoft Office, particularly Excel (e.g., Macros, Vlookups, pivot tables, etc.).
  8. Intermediate experience with CRM software (e.g., Adobe Campaign Standard, AEM, Braze).
  9. Communication Skills: Excellent written, verbal, interpersonal, and presentation skills, with the ability to effectively engage with management, staff, and external partners. Bilingualism (French) is an asset.
  10. Problem-Solving Skills: Critical thinker with the ability to escalate issues promptly when necessary.
  11. Project Management Skills: Detail-oriented and organized, capable of working independently and collaboratively within a team.
  12. Flexibility: Availability to work on project timelines outside of regular business hours may be required.

Additional Information:
McDonald's Canada and its Owner/Operators are dedicated to fostering a diverse and inclusive workplace for all. We have a longstanding commitment to providing fair, equitable, and accessible opportunities for all employees and candidates. Accommodations during the application process are available upon request.

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