Franchisee Engagement Specialist

Be Part of Our Next Chapter

For almost 60 years, our solutions have enabled impactful connections between leading brands and their customers. We are just getting started!

We are a global technology company focused on creating dynamic, smart, personalized, and engaging customer experiences powered by digital hardware, a proprietary content management system, and industry‑leading signage solutions. We operate in over 50 markets, with nine offices worldwide and a global headquarters in Sydney, Australia.

Coates Group blends the values of a family‑owned business with the innovative spirit of a start‑up. We are dedicated to Creating Connections. Empowering Partnerships. Always Evolving. Our achievements include two Australia Good Design Awards and the largest hardware deployment in Quick Service Restaurant history.

We value curiosity, authenticity, and diversity. Our crew includes imagers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators, and over‑achievers. Together, we revolutionize how world‑leading brands leverage technology to deliver the best customer experiences.

Franchisee Engagement Specialist

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 McDonald’s franchisee network.

• Drive Engagement
  :
  Support the development and execution of franchisee engagement strategies, focusing 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
  :
  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 recommend improvements and report findings during Quarterly Business Reviews.
• Foster Relationships
  :
  Serve as a trusted escalation point and maintain proactive relationships with franchisees through regular meetings, committee participation, and community events.
• Execute Operational Excellence
  :
  Track and manage key performance indicators, survey follow‑ups, and internal initiatives to ensure timely, high‑impact outcomes.

• 3+ years in franchise or 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.

• Work with iconic QSR brands worldwide.
• Shape the franchisee experience at the intersection of technology and operations.
• Collaborate with a passionate, innovative, people‑first team.
• Enjoy a dynamic environment that rewards creativity, initiative, and results.

$60,000 – $70,000 a year

Full Salary Range: $61,000 (minimum), $65,500 (midpoint), $70,000 (maximum). Pay is based on relevant experience, skills, education, internal equity, and market data.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and have completed the largest hardware deployment in Quick Service Restaurant history.

Our CEO demonstrates a true passion for people and making Coates a place where people genuinely enjoy working. Growth plans enable rapid career advancement opportunities for our talent.

Be part of a global team of talented, ambitious, creative people that value integrity, individuality, and inclusivity. Ask us about our Equality + Empowerment Initiatives.

Benefits include an annual market‑competitive bonus program and our “Thrive Program,” which provides flexible work options, wellness…