Customer Services, Innovation and Vendor Manager

The Opportunity

The Opportunity

This is an exciting opportunity to lead our internal Customer Services team along with the commercial and contractual governance of our Customer Service partner, to ensure both teams deliver world-class customer experience.

The successful candidate will oversee the commercial and operational needs of the Customer Service department across the UK & Ireland, recognising business and operational opportunities to deliver value to our Franchisees, McDonalds business and our customers while ensuring we deliver on our guiding principles.

The applicant must have an awareness of the importance of the service and supplier support structure within the UK&I, and a clear belief in the 3-Legged Stool approach (Company, Franchisees & Supplier partnerships) for our future growth.

The candidate will be expected to lead and set the direction, objectives and define expectations for their teams. Foster the department culture through team involvement, sharing best practice and demonstrating core departmental values. Building strong working relationships with other departments and key stakeholders to improve operational performance and customer experience.

What will my accountabilities be?

• Provide leadership to foster a high-performing culture aligned with CS and company values.
• Lead, develop and nurture our internal Customer Services team to build confidence and competence across the entire team.
• Hold the internal Customer Services team accountable for performance and productivity improvements in keeping with our department vision of delivering a best in class Customer Services function.
• Maintaining the standards for structured and effective vendor management and governance, requiring an extremely high degree of integrity and confidentiality.
• Monitor performance of the vendor to agreed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Collaborating with the Vendor on our forecasting and budgetary requirements.
• Managing Vendor and internal costs to ensure budgets are met.
• Exploring and delivering creative and innovative ways to increase performance through continuous improvement.
• Collaborating with the Vendor to ensure that we maximise our usage of the capabilities provided by Zendesk and other tools.
• Hosting visits to the Vendor and delivering presentations/updates on their progress to internal stakeholders.
• Fully engaging with our franchisees and the business by attending Operations meetings, RLGs, and other key meetings
• Be the link between our Digital Team and the Vendor for all things Global Mobile App. related.
• Ongoing commercial risk assessment of the Vendor
• Liaise and share best practices with our colleagues in other large markets including the US, CA, and AU quarterly.
• Manage with the Vendor and internal departments the management of, and our response to incidents that may occur outside of BAU.
• Manage the audit of the Vendor and the internal CS team to ensure compliance with company policies.