Coates Group
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Franchisee Engagement Specialist
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Coates Group Be Part of Our Next Chapter For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. Are you passionate about building relationships, solving problems, and creating exceptional franchisee experiences? Coates Group is looking for a
Franchisee Engagement Specialist
to champion communication, drive digital adoption, and improve operational excellence across our McDonalds franchisee network. What You'll Do
Drive Engagement: Support the development and execution of franchisee engagement strategies, with a focus on digital platform adoption and training. Lead Communication: Craft clear, compelling materials—email templates, portal content, scripts—and manage consistent, brand-aligned messaging. Enhance Experience: Gather franchisee feedback, identify key insights, and collaborate cross-functionally to deliver process improvements. Support Training: Help design and deliver franchisee-facing training programs to maximize proficiency in digital tools and customer engagement strategies. Champion Insights: Analyze CSAT, NPS, and survey data to identify opportunities, recommend improvements, and report findings during Quarterly Business Reviews. Foster Relationships: Serve as a trusted escalation point and maintain strong, proactive relationships with franchisees through regular meetings, committee participation, and charity event involvement. Execute Operational Excellence: Track and manage key performance indicators, survey follow-ups, and internal initiatives to ensure timely, high-impact outcomes. Success Looks Like
85%+ CSAT scores and positive NPS Resolution of 90% of escalated issues within 15 days Completion of 2+ process improvements per quarter Active participation in all franchisee committees and QBRs Full ownership of Salesforce-based surveys, from deployment to reporting and action planning What You Bring
3+ years in franchise/restaurant operations, customer service, or digital transformation Strong understanding of digital platforms and how they drive performance Excellent relationship-building, communication, and project management skills Proficiency in Salesforce or similar CRM systems Analytical mindset with the ability to turn feedback and data into actionable results Willingness to travel for market visits, training, and relationship-building Why You'll Love It Here
Work with some of the most iconic QSR brands in the world Shape the franchisee experience at the intersection of technology and operations Collaborate with a passionate, innovative, and people-first team Enjoy a dynamic environment that rewards creativity, initiative, and results The annual base salary range for this position is $60,000 - $70,000. The position is also eligible for an annual discretionary bonus. In addition, Coates Group offers a comprehensive benefits package. About Coates We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status.
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Franchisee Engagement Specialist
role at
Coates Group Be Part of Our Next Chapter For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia. Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. Are you passionate about building relationships, solving problems, and creating exceptional franchisee experiences? Coates Group is looking for a
Franchisee Engagement Specialist
to champion communication, drive digital adoption, and improve operational excellence across our McDonalds franchisee network. What You'll Do
Drive Engagement: Support the development and execution of franchisee engagement strategies, with a focus on digital platform adoption and training. Lead Communication: Craft clear, compelling materials—email templates, portal content, scripts—and manage consistent, brand-aligned messaging. Enhance Experience: Gather franchisee feedback, identify key insights, and collaborate cross-functionally to deliver process improvements. Support Training: Help design and deliver franchisee-facing training programs to maximize proficiency in digital tools and customer engagement strategies. Champion Insights: Analyze CSAT, NPS, and survey data to identify opportunities, recommend improvements, and report findings during Quarterly Business Reviews. Foster Relationships: Serve as a trusted escalation point and maintain strong, proactive relationships with franchisees through regular meetings, committee participation, and charity event involvement. Execute Operational Excellence: Track and manage key performance indicators, survey follow-ups, and internal initiatives to ensure timely, high-impact outcomes. Success Looks Like
85%+ CSAT scores and positive NPS Resolution of 90% of escalated issues within 15 days Completion of 2+ process improvements per quarter Active participation in all franchisee committees and QBRs Full ownership of Salesforce-based surveys, from deployment to reporting and action planning What You Bring
3+ years in franchise/restaurant operations, customer service, or digital transformation Strong understanding of digital platforms and how they drive performance Excellent relationship-building, communication, and project management skills Proficiency in Salesforce or similar CRM systems Analytical mindset with the ability to turn feedback and data into actionable results Willingness to travel for market visits, training, and relationship-building Why You'll Love It Here
Work with some of the most iconic QSR brands in the world Shape the franchisee experience at the intersection of technology and operations Collaborate with a passionate, innovative, and people-first team Enjoy a dynamic environment that rewards creativity, initiative, and results The annual base salary range for this position is $60,000 - $70,000. The position is also eligible for an annual discretionary bonus. In addition, Coates Group offers a comprehensive benefits package. About Coates We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status.
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