AM CRM & Loyalty - KFC

Job Description/Specification:

We are seeking a strategic, insight-driven Assistant Manager, Loyalty & CRM to shape KFC’s customer engagement and retention strategy. This role focuses on connecting store-level and user data to actionable business decisions, guiding loyalty program evolution, and ensuring CRM communications align with KFC’s bold, customer-first brand voice. The ideal candidate brings commercial acumen, cross-functional influence, and experience in fast-paced, data-driven environments such as QSR, e-commerce, or food-tech.

Key Responsibilities:

Strategic CRM & Loyalty Planning

• Shape and own the loyalty and CRM strategy, ensuring alignment with KFC’s brand objectives, customer needs, and market opportunities.
• Develop and implement targeted CRM campaigns (e.g., email, push notifications, in-app messages, SMS) for customer onboarding, retention, re-engagement, and win-back, aligned with marketing objectives and promotional calendars.
• Utilize customer data to create highly granular segments based on order history, preferences, behavior, demographics, and app usage patterns to deliver personalized experiences
• Monitor, analyze, and report on CRM campaign performance, customer churn rates, lifetime value (LTV), and engagement metrics, providing actionable insights for continuous improvement.

Loyalty Program Leadership

• Lead the evolution of KFC’s loyalty program to deepen engagement and repeat transactions.
• Develop and execute campaigns and initiatives specifically aimed at increasing loyalty member engagement, activity, and satisfaction (e.g., tier-based benefits, bonus point events, exclusive offers).
• Design and manage the rewards catalog, point accrual rules, and redemption processes, ensuring a compelling and desirable value proposition for members.
• Collaborate with digital, operations, and product teams to integrate loyalty benefits seamlessly into the customer journey.
• Stay updated on regional loyalty ecosystems (e.g., Landmark’s Shukran, Alshaya’s Aura) to benchmark and innovate.

Insight & Data-Driven Decision Making

• Lead campaign measurements and analysis to drive deep learnings and overall strategy. Should be well-versed with measuring incrementality of campaigns, A/B testing, basic forecasting.
• Translate complex datasets into actionable insights for leadership, clearly communicating implications and recommended actions.
• Understand and monitor metrics including CLV, churn, redemption, and campaign effectiveness.

Creative & Cross-Functional Influence

• Act as a confident influencer, collaborating with stakeholders across marketing, operations, and central CRM/CDP teams.
• Brief creative teams to ensure messaging and design align with KFC’s brand tone — bold, playful, and customer-first.
• Ensure CRM communications balance insight-led targeting with brand storytelling.
• Build strong working relationships with global and regional CRM/CDP partners, sharing brand-specific learnings and adopting best practices.

Qualifications & Experience:

• Bachelor's degree in marketing, Business, Data Analytics, or related field.
• 4–6 years of hands-on experience in CRM, loyalty marketing, or customer lifecycle management.
• Arabic speaker required.
• Proficiency in analytics tools (e.g., Google Analytics, SQL) and CRM platforms (e.g.,Clevertap, Salesforce, Braze).
• Demonstrated ability to translate data into strategy (e.g., case studies showing improved retention/CLV).
• Experience briefing creative agencies and reviewing assets against brand guidelines.
• Strong project management skills; ability to juggle multiple campaigns and stakeholders.