Assistant Manager Loyalty & CRM

Job Purpose:

We are seeking a strategic and data-savvy Assistant Manager, Loyalty & CRM to join the KFC UAE Marketing team. This role is pivotal in driving customer retention, engagement, and lifetime value through innovative CRM strategies, loyalty programs, and personalized CDP-driven journeys. The ideal candidate will blend analytical rigor with creative thinking, ensuring KFC’s brand voice resonates across all customer touchpoints. You will act as the connective thread between brand objectives, data-driven execution, and creative excellence, with a focus on delivering measurable business impact. Experience in QSR, e-commerce, or food-tech is a strong plus.

Key Responsibilities:

CRM Strategy & Execution:

• Own the end-to-end CRM calendar, ensuring alignment with brand campaigns, seasonal promotions, and business goals.
• Design targeted campaigns (email, SMS, push notifications) that balance customer relevance with brand storytelling.
• Analyze campaign performance to optimize ROI, using insights to refine segmentation, messaging, and timing.

Loyalty Program Leadership:

• Develop and evolve KFC’s loyalty strategy to deepen customer engagement and repeat purchases.
• Collaborate with cross-functional teams (digital, operations) to integrate loyalty benefits seamlessly into the customer journey.
• Track loyalty KPIs (enrollment, redemption rates, CLV) and identify opportunities for gamification or tiered rewards.

CDP-Driven Personalization:

• Partner with central CDP teams to build dynamic customer segments (e.g., lapsed users, high spenders) and automate personalized journeys.
• Leverage first-party data to enhance hyper-targeted messaging, ensuring consistency across channels.
• Conduct A/B tests on journey triggers (e.g., post-purchase upsells) and scale winning strategies.

Creative Excellence & Brand Alignment:

• Brief agencies on brand tonality, ensuring CRM/loyalty creatives reflect KFC’s voice (playful, bold, customer-centric).
• Build a library of modular creative assets (templates, banners) for rapid campaign deployment.
• Champion innovation in formats (e.g., interactive videos, GIFs) to boost open/click-through rates.

Data-Driven Decision Making:

• Translate complex datasets into actionable insights (e.g., churn predictors, cohort analysis) to inform strategy.
• Present performance reports to leadership, highlighting wins, challenges, and recommended pivots.
• Collaborate with analytics teams to define tracking requirements and ensure data accuracy.

Cross-Functional Collaboration:

• Partner with central CRM/CDP teams to share brand-specific learnings and align on global best practices.

Qualifications:

• 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.
• 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.