Communications Manager

About the role

The Communications Manager is responsible for developing, coordinating, and managing a comprehensive multi-channel brand messaging strategy for internal and external communications that support Carl’s Jr. organizational goals, business objectives, operational initiatives, and key priorities. This role serves as a key communications partner for operations leadership, franchisees, FBCs, and field teams by delivering consistent, timely, and effective audience-focused messaging across all communication channels. The position acts as the primary communication liaison between Restaurant Support Center (RSC) departments, company operations, franchisees, and field leadership, ensuring consistent, timely, and effective messaging across all communication channels. This role also oversees News to Know (NTK), the internal newsletter for franchisees and employees, and supports urgent business communications as needed.

Responsibilities

• Own end-to-end messaging strategy and accountability: serve as the accountable owner for systemwide franchisee and field messaging strategy, determining what gets communicated, when, and through which channels; responsible for consistency, accuracy, and brand alignment across all RSC-to-franchise communications.
• Hold approval/gatekeeping authority: review and approve communications from cross-functional RSC departments before franchise/field distribution, serving as the final checkpoint for messaging alignment and business-priority accuracy.
• Set the strategic communications roadmap: independently determine communications prioritization and sequencing across competing business initiatives; build and defend the 40-week communications roadmap in partnership with executive leadership.
• Represent comms function in leadership decision-making: act as the communications function’s representative in cross-departmental planning and leadership discussions, advising executives on messaging risk, timing, and audience impact before initiatives launch.
• Manage and publish Star Comm communications and system-wide messaging; create and maintain operational memos, communication briefs, and field-facing documentation.
• Gather feedback from franchise and company operators to improve communication effectiveness and engagement; track the effectiveness of communications and recommend improvements based on cross-functional stakeholder feedback and engagement.

Internal Communications

• Manage and oversee weekly News to Know (NTK) newsletter including content and messaging planning, development, editing, distribution, and archive administration.
• Coordinate and support internal calls including t-minus training calls, system event webinars including presentation development, supporting materials, follow-up communications, and surveys.
• Draft and execute audience-specific executive and field-facing communications, operational updates, memos, presentations, and newsletters as well as materials for digital platforms (including videos, LinkedIn posts, etc.), intranet content, and other internal communication channels that drive alignment with business priorities.
• Provide editing, proofreading, quality control, and project coordination support for communications materials and cross-functional initiatives.
• Manage and monitor the CKE Communications inbox and provide responses and/or follow-up as needed.
• Maintain and manage email distribution lists to ensure accurate delivery of communications.

Franchise & Field Communications

• Serve as a communications liaison between corporate departments, franchisees, operations teams, and field leadership.
• Partner closely with operations leadership, cross-functional teams, FBCs, and field teams to ensure franchisees receive consistent, timely, accurate, and actionable information; support commercialization and field rollout efforts through effective communication planning and execution.
• Lead the planning, development, and execution of franchisee-facing communications across all communication channels ensuring consistency, accuracy, brand alignment, and professional standards.
• Monitor and administer alignment within the Franchise Admin Portal (FAP) ensuring content is current and accessible.

Campaigns & Special Projects

• Support special projects, company initiatives, and brand campaigns through strategic communication planning.
• Plan, coordinate, and execute franchisee town halls, virtual meetings, and other events as needed, including agenda development, presentation support, content creation, and cross-functional stakeholder coordination.
• Lead planning and execution for CKE and Franchise conferences, meetings, etc. including attendee communications, presentations, scheduling, and event updates.
• Coordinate communication plan and materials for the annual Stars for Heroes Campaign.

Qualifications

• Bachelor’s degree in communications, marketing, public relations, business or related field preferred.
• Minimum of 7 years’ experience in internal communications, franchise communications, operations communications, or related field.
• Excellent written and verbal communication skills with the ability to tailor messaging to multiple audiences including corporate teams, franchisees, field operations, and leadership.
• Excellent attention to detail, proofreading, and quality control skills.
• Strong project management, organizational, and planning skills with the ability to prioritize competing deadlines and long-term initiatives.
• Ability to build and maintain strong working relationships across internal departments and with franchisees, field teams, and operations leadership at all levels.
• Ability to prioritize and manage multiple incoming requests and competing deadlines.
• Ability to exercise sound judgment, critical thinking, and problem-solving skills in high-pressure or time-sensitive situations.
• Ability to effectively and confidently train and coach standards at all levels to ensure consistent, accurate, and professional standards across all communications.
• Self-starter with strong follow-through and the ability to work independently while collaborating across teams.
• Maintains professionalism and confidentiality when handling sensitive business information.
• Advanced proficiency in Microsoft Office Suite including Outlook, PowerPoint, Excel, and Word, presentation development, and internal communications platforms preferred.
• Franchise, restaurant, retail, or multi-unit operations experience preferred.

Work Environment

Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment. The role follows a hybrid work model, requiring on-site presence in the office every Tuesday, Wednesday, and Thursday.

Physical Demands

• Sitting for extended periods of time, using telephone, typing, and/or operating a computer and/or mouse.
• Travel as needed: approximately five percent.