Customer Experience Manager - Nfr Holdings Trust

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 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.