Guest Experience & Escalations Lead

McDonald's Malaysia- Gerbang Alaf Restaurants Sdn Bhd is seeking a Guest Relations Centre Lead to drive the management of customer escalations, guest recovery initiatives, and governance across the centre. You will coordinate cross-functional teams and ensure timely resolution of high-risk cases while protecting brand reputation.

The role emphasizes leadership, data-driven decision making, and continuous improvement of escalation frameworks, reporting, and knowledge management.