Director, McDonald's Global Account
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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.