KFC
KFC
About the job
As the CRM Manager for KFC (Pty) Ltd’s BMU Digital department, you will own and drive the lifecycle strategy across KFC Africa’s digital channels, including the App, Web, Kiosk, WhatsApp, and Aggregators. Your primary goal is to increase customer acquisition, activation, and repeat business while maintaining profitability and ROI. You will manage the MarTech stack for Digital, including ESP, push, SMS, WhatsApp, CDP, and journey orchestration, and collaborate with the loyalty platform owner to execute loyalty programs. This role is crucial in aligning with the Channel Strategy and D+T strategy to build effective segments, journeys, and offers that integrate with product surfaces, payments, and POS systems.
Develop and deploy a lifecycle blueprint across priority markets, with clear OKRs and guardrails.
Establish an audience and segmentation framework, ensuring data hygiene, identity resolution, and consent management.
Create a journey catalogue and orchestrate triggered and scheduled programs across various channels, defining entry/exit criteria, caps, and fallbacks.
Design an offer testing framework, including experiment designs, funding sources, and promo guardrails, with standardized read-outs and next best actions.
Monitor performance and create scorecards for each channel and market, tracking reach, engagement, orders, revenue, CPR, ROAS, and margin impact.
Manage tooling and administrative tasks, including platform configuration, deliverability, IP/reputation, templates, and permissions, as well as vendor SLAs and QBRs.
Prioritize and collaborate with Product and Enablement teams on the backlog of CRM features, including real-time events and offer services, with integrations to CDP and data platforms.
Ensure compliance with POPIA and GDPR, managing consent, retention, and preference management, and conducting privacy and security reviews for new journeys and data.
Engage with Channel Leads, Brand Managers, Product Managers, Insights & Analytics teams, Enablement, Delivery, and Solution Architect to align on goals, campaigns, and data-related matters.
Work closely with Markets, Vendors, Finance, Legal, and Privacy teams to localize content, manage SLAs, and ensure funding sources and compliance.
Bachelor’s degree in Marketing, Business, or IS, or equivalent practical experience.
5-7+ years of experience in CRM, lifecycle, or growth marketing for consumer digital or e-commerce, with a preference for multi-market Africa experience.
Hands-on experience with orchestration and messaging platforms (e.g., Salesforce Marketing Cloud, Braze, Adobe Campaign) and WhatsApp/SMS integration.
Strong analytics and experimentation skills, with expertise in funnels, cohorts, incrementality testing, and ROI models. SQL and BI knowledge is an asset.
Knowledge of privacy and consent (POPIA/GDPR) and data governance, with experience integrating with product analytics and CDP.
Excellent stakeholder management skills, with the ability to communicate effectively across Product, Brand, Engineering, Markets, and Vendors.
Ability to innovate and enhance CRM processes and capabilities, introducing personalization and propensity models, expanding real-time triggers, and piloting new channels and decisioning approaches.
Experience in indirect/matrix leadership, collaborating with agencies, creative teams, and market marketers for localization.
Hybrid office environment adaptability, with a minimum of 3-day office presence and frequent cross-time-zone collaboration. Willingness to travel 10-20% across African markets.
Evening and weekend work availability for release windows and incident response, with the ability to manage schedule pressure and context switching.
CRM Manager
We’re KFC. The iconic, brand making world-famous finger lickin’ good fried chicken since 1952. Our unrivaled people and culture are the true heart and soul of our brand. It’s where our people promise comes to life every day. Where our employees can be their best selves, make a difference, and have fun — serving chicken and delighting customers at more than 28,000 restaurants in 150 countries and territories around the world. There’s room for all people and voices at our table. Pull up a chair. At the center of our restaurant system is the KFC Global division, which serves as our global Restaurant Support Center (RSC) headquartered in Dallas, TX. Here, we support our regional in-market teams, franchise business partners, and nearly one million team members who serve up our delicious fried chicken around the world. We’re redefining what the future of work looks like. Our 15 business units partner to develop strategies, tools, and best practices for success. KFC Global offers a hybrid work environment — trusting our people to work their best way, whether in the office or at home. No matter your role or function, everyone works with teams from across the globe to drive our shared vision — sharing the joy of our best-tasting fried chicken with the world. No matter how or when you connect with us, KFC will be making the best chicken, hands down, for generations to come. In addition to our growing global footprint, as a subsidiary of Yum! Brands (NYSE: YUM), we also get to collaborate on exciting projects with our sister brands, Taco Bell, Pizza Hut, and The Habit Burger Grill. All you have to do is bring it. Bring your individuality to the table. Bring your passion and grit. We’re all about our people. The Originals. Their ideas, stories, and unique contributions make us who we are. And we want you to be part of it.