ONLY PEOPLE WHO SUPPLY A RESUME WILL BE CONSIDERED!

EMPAB PTY LTD The Trustee for the Bews Family Trust is seeking for experienced Customer Experience Department Managers to join the team at McDonald's Restaurants in Yamba 2464

Vacancy address: 7 Treelands NSW 2480 Drive, Yamba 2464

Tenancy: Position is available full time 38/h per week

Salary: $79,500

Work type: Full time, 38 hours per week

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

The position requires:

- AQF Diploma or higher qualification in Hospitality Management, Business Management, Retail Management, Human Resource Management or related discipline with 1 year experience

OR

- A minimum of three (3) years of relevant managerial experience within a franchised hospitality or retail environment, demonstrating responsibility for operational management, workforce development and business performance.

Pay: $79,500.00 per year

Application Question(s):

- Do you hold an AQF Diploma or higher qualification in Hospitality Management, Business Management, Retail Management, Human Resource Management or a related discipline, together with at least one (1) year of relevant experience?
- The position may involve work outside of ordinary hours, including weekends, nights or public holidays. Are you available to work flexible hours?
- Do you have a minimum of three (3) years of relevant managerial experience within a franchised hospitality or retail environment?

Work Location: In person

📌 Customer Experience Department Manager (Yamba)
🏢 Pacific Center - Migration Services
📍 Yamba