Customer Experience Lead

Who is McDonald’s?   

McDonald's is the largest family restaurant in the world, serving approximately 69 million customers

McDonald's Belgium HQ · Diegem, Brussels Area 

McDonald’s is the largest restaurant chain in the world and also the most people-oriented enterprise around the globe. We are constantly looking for ways to reinvent ourselves in order to serve our customers better, every single day. With over 40.000 restaurants in more than 100 countries, McDonald’s is the largest restaurant chain in the world.

The recipe for success is a combination of a strong brand with a lot of freedom for local markets. Rooted in our Belgian society for more than 45 years, we feel particularly committed to our environment and partners. There are currently 111 McDonald’s restaurants in Belgium, run by 23 independent entrepreneurs. Because our business is growing fast-paced, we are looking for talented people to reinforce our head offices that provide support to all restaurants.

The Opportunity

In the role of Customer Journey Lead you will be responsible for delivering a seamless and enjoyable McDonald’s experience through restaurant and digital touchpoints. McDonald’s Belgium is growing and evolving, and the Customer Experience Lead will act as the expert advocate for the customer. Working with both the marketing and agency teams, the Customer Experience Lead will bring the McDonald’s experience to life in Belgium.

INGREDIENTS OF THIS JOB

In this role you will deepen connections with key audiences to deliver a culturally and personally relevant experience both online and offline. You will be part of an award winning network of global marketers, translating iconic brand assets to locally relevant messages, activations, and conversations with our customers.

As Customer Experience Lead, you will:

• Collaborate with Customer Engagement Team and Brand + Menu Strategy Leads to bring strategic priorities to life at the restaurant and via CRM channels.
• Map the customer journey linked to strategic priorities and campaigns to deliver on team objectives.
• Develop and deploy retail plans based on growth strategy throughout the year, considering opportunities by category, daypart, and order channel.
• Strengthen customer relationships through CRM monitoring and tool optimization.
• Partner with Campaign Lead and Media + Digital Lead to develop 360 campaigns.
• Steward agency partners toward delivering timely, high-quality work leveraging 1 McDonald’s Way of Marketing Principles.
• Monitor competitive activity and market trends to find opportunities and generate creative ideas.

You are part of the marketing team reporting to the Head of Customer Engagement.

YOUR MENU

• Strong passion for customer experience and strengthening brand relationships
• 5 years of proven experience in marketing roles – preferably with digital marketing experience including CRM strategy development and execution-, with a track record of successful campaigns and projects
• Experience supporting teams and collaborating across internal and external stakeholders
• Ability to track and juggle multiple tasks and deadlines across various touchpoints
• Highly organized with a process-driven mindset
• Proficiency in English, Dutch and French is essential

PERSONALITY

• Highly collaborative and expert communicator
• Takes initiative and finds creative solutions
• Great adaptability and resourcefulness
• Relentless curiosity about the McDonald’s customer and business
• Courageous with great sense of conviction
• Learning mindset to keep pace with the ever-evolving marketing landscape

What we have to offer you

• The freedom to organize your work around your private life, including up to 2 days/week of homeworking;
• A salary package including extralegal advantages like an (electric) company car and best in class group insurance;
• 30% discount on all McDonald’s products just for you;
• Working for an innovative and people-oriented Belgian SME, backed by a strong and leading multinational brand

Are you up for it?

Please enlighten us by applying through our website or by sending your resume & motivation letter to

We cannot wait to hear from you!