Customer Experience Manager - 24/7 Quick-Service Leader

Nfr Holdings Trust; Mackay Regional; On-site; AUD 68,000 - 92,000; Full time

Job summary

NFR Holdings Pty Ltd is seeking an experienced Customer Experience Department Manager to join its Mackay, Queensland McDonald’s restaurant team. The role focuses on delivering high-quality customer service, maintaining standards, and driving sales initiatives in a busy franchise setting.

The position requires leadership of the customer-facing team, oversight of service performance, and development of employees, with a full-time schedule at 38 hours per week and a salary of up to $80,000 per year.

Qualifications

• Applicants require an AQF Diploma or higher qualification in hospitality, business, retail management or a related field.
• At least one year of relevant experience; alternatively, at least three years of relevant managerial experience may substitute for the formal qualification.

Responsibilities

• 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.
• Coordinate service delivery across Front Counter, Drive Thru, Table Service, McDelivery and McCafé.
• Lead and support Customer Experience Crew, Crew Coaches and other employees involved in customer-facing operations.

Skills

Customer service

Leadership

Training and coaching

Workforce planning

Education

AQF Diploma

Hospitality management

Retail management

Job description

NFR Holdings Pty Ltd is seeking an experienced Customer Experience Department Manager to join its Mackay, Queensland McDonald’s restaurant team. The role focuses on delivering high-quality customer service, maintaining standards, and driving sales initiatives in a busy franchise setting.

The position requires leadership of the customer-facing team, oversight of service performance, and development of employees, with a full-time schedule at 38 hours per week and a salary of up to $80,000 per year.