Customer Experience Manager - NFR HOLDINGS TRUST

NFR Holdings Pty Ltd is seeking an experienced Customer Experience Department Manager to join its McDonald’s restaurant team in Mackay, Queensland.

Location: Caneland Central Shopping Centre, Mangrove Road, Mackay QLD 4740

Work type: Full time, 38 hours per week

Salary: $80,000 per year

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.