The Director for the McDonald's Global Account will oversee product roadmaps and innovation, ensuring alignment with client needs and market trends while engaging with multiple stakeholders.
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. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital 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. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
Lead the operational and relational engine of the global McDonald's account, ensuring programs are delivered to budget, contractual commitments are met, and delivery profitability is maintained across markets. The role orchestrates the full breadth of account activity — coordinating, tracking, and consolidating across a complex global client — while building deep, trusted stakeholder relationships that create genuine partnership and account stickiness. Operating at the intersection of delivery, commercial diligence, and client engagement, the Director ensures Coates operates with consistency, integrity and service excellence across the global account, and plays a key role in introducing new products and services into the McDonald's ecosystem.
Responsibilities:
Account Leadership & Stakeholder Management
•Lead and develop the account management team, setting clear priorities and maintaining accountability across all day-to-day account activities at a global level.
•Build and manage deep, multi-level stakeholder relationships across McDonald's global and market organisations, ensuring Coates is positioned as a trusted partner rather than a transactional supplier.
•Drive global governance in partnership with McDonald's VMO, maintaining consistent reporting cadence, executive visibility, and structured engagement across all active markets.
Contract, Commercial & Delivery Governance
•Lead global contract negotiations directly and support markets in conducting their own negotiations, ensuring all commercial activity operates within established contract frameworks and Coates' commercial standards.
•Ensure commercial consistency and pricing diligence across markets, providing guidance on market-specific cost factors — including CPI movements, raw material price changes, and regional cost pressures — to maintain integrity and profitability year on year.
•Oversee delivery of programs across the global account, ensuring execution is on time, to budget, and within agreed profitability parameters, while owning SLA reporting, RCA management, and service accountability across delivery teams.
New Product Introduction & Growth
•Lead the introduction of new products and services into the global McDonald's account, coordinating between the Product Roadmap Manager, markets, and the client to ensure smooth adoption and commercial activation.
•Oversee hardware changes and additions into the product catalogue, including client certification processes, ensuring the global account always operates with an accurate and current product set.
•Leverage relationship intelligence and visibility of McDonald's strategic direction to identify white space and growth opportunities, passing validated prospects to the Senior Strategy Manager for incorporation into the global growth plan.
Engagement, Innovation & Internal Alignment
•Drive a structured internal engagement model, facilitating regular cross-functional knowledge sharing to ensure alignment between market execution, product activity, and forward strategy.
•Oversee and champion end-to-end innovation initiatives on the account, ensuring client-driven inputs are captured, escalated, and reflected through the appropriate roadmap and governance processes.
•Develop commercial models for new products and services and drive cross-functional accountability to ensure long-term supportability and productionalisation of new innovations.
•Partner closely with the Senior Strategy Manager to ensure current execution aligns with future plans, and that strategic dependencies are visible and actively managed across the account.
Qualifications:
•Minimum 7–10 years' experience in account management, program management, or client services, with at least 3–5 years operating at a senior or director level
•Demonstrated experience managing large-scale, complex global accounts with significant deployment footprint — ideally in technology, infrastructure, or managed services environments
•Proven track record of leading and developing high-performing account or program management teams across multiple geographies
•Strong background in contract management, including direct experience leading commercial negotiations and managing scope changes within complex contractual frameworks
•Experience overseeing program delivery at scale, with demonstrated ability to manage delivery profitability and maintain margin discipline across multiple concurrent workstreams
•Demonstrated ability to build and sustain senior client relationships across global and market-level organisations, with a track record of elevating the client partnership beyond transactional engagement
•Experience introducing new products or solutions into enterprise accounts, including coordination across product, technology, and client stakeholders (highly desirable)
•Familiarity with digital signage, digital merchandising, or QSR industry operations (highly desirable)
•Exposure to both hardware and software technology environments (desirable)
Capabilities:
•Ability to develop and execute a multi-year strategy for a complex global client, aligning commercial growth, product innovation, and operational execution
•Strong ability to identify, shape, and convert commercial opportunities within an existing enterprise account
•Ability to build trusted relationships with senior client stakeholders and operate as a strategic partner rather than a supplier
•Ability to coordinate diverse internal teams — product, technology, delivery, and markets — around a single client strategy
•Ability to connect client needs, product strategy, and innovation initiatives to drive differentiated value for the client.
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.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
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 (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
