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Coates Group · 1 day ago

Franchisee Engagement Specialist

Chicago, IL

Full-time

Hybrid

Mid Level

$60K/yr - $70K/yr

3+ years exp

Coates Group is a global technology company focused on creating engaging customer experiences through digital solutions. They are seeking a Franchisee Engagement Specialist to champion communication, drive digital adoption, and improve operational excellence across their McDonald's franchisee network.

ComputerSoftware

Growth Opportunities

Responsibilities

Support the development and execution of franchisee engagement strategies, with a focus on digital platform adoption and training

Craft clear, compelling materials—email templates, portal content, scripts—and manage consistent, brand-aligned messaging

Gather franchisee feedback, identify key insights, and collaborate cross-functionally to deliver process improvements

Help design and deliver franchisee-facing training programs to maximize proficiency in digital tools and customer engagement strategies

Analyze CSAT, NPS, and survey data to identify opportunities, recommend improvements, and report findings during Quarterly Business Reviews

Serve as a trusted escalation point and maintain strong, proactive relationships with franchisees through regular meetings, committee participation, and charity event involvement

Track and manage key performance indicators, survey follow-ups, and internal initiatives to ensure timely, high-impact outcomes

Qualification

Franchise operations experienceDigital platform proficiencySalesforce proficiencyCustomer service experienceProject management skillsAnalytical mindsetRelationship-building skillsCommunication skills