CRM Manager

KFC; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

KFC Africa seeks a senior CRM and lifecycle leader to own strategy, execution, and operations across digital channels—App, Web, Kiosk, WhatsApp, and aggregators—to grow acquisition, activation, retention, and LTV while protecting profitability.

You will own MarTech for digital channels, align with channel strategy, and collaborate with product, loyalty, and payments teams to build journeys, offers, and loyalty executions integrated with POS.

Qualifications

• Bachelor's degree in Marketing, Business, or IS.
• 5–7+ years in CRM/lifecycle/growth marketing across multi-market contexts.
• Hands-on with orchestration platforms and messaging.
• Strong analytics, experimentation, and ROI modeling; privacy awareness.

Responsibilities

• Lifecycle blueprint (onboarding -> activation -> repeat -> win-back) with clear OKRs and guardrails.
• Audience & segmentation framework with data hygiene, identity resolution, and consent management.
• Journey catalogue & orchestration across push, email, SMS/WhatsApp, in-app/web.
• Offer testing framework with guardrails; read-outs and next actions.
• Performance monitoring & scorecards by channel/market (reach, engagement, revenue).
• Tooling & admin: platform configuration, deliverability, templates, permissions; vendor SLAs/QBRs.
• Backlog of CRM features prioritized with Product/Enablement; CDP integration.
• Compliance: POPIA/GDPR-aligned consent, retention, and privacy reviews.

Skills

Lifecycle marketing

CRM strategy

Data analysis

Stakeholder mgmt

Experimentation

SQL

Education

Bachelor's degree in Marketing/IS/Business

Tools

Salesforce Marketing Cloud

Braze

Adobe Campaign

Iterable

WhatsApp/SMS

Job description

This role requires you to own lifecycle strategy, execution, and operations across KFC Africa's digital channels; App, Web, Kiosk, WhatsApp, Aggregators; to increase acquisition, activation, repeat, frequency, and LTV while protecting profitability and ROI. Owns MarTech for Digital (ESP/push/SMS/WhatsApp/CDP/journey orchestration, decisioning, offer services) and is responsible for loyalty execution in collaboration with the loyalty platform owner. Aligns to Channel Strategy and the D+T strategy and global standards to build segments, journeys, offers, and loyalty executions that integrate with product surfaces, payments/loyalty services, and POS.

Responsibilities

• Lifecycle blueprint (onboarding -> activation -> repeat -> win-back) deployed across priority markets with clear OKRs and guardrails.
• Audience & segmentation framework (RFM/cohorts/propensity) with data hygiene, identity resolution, and consent management.
• Journey catalogue & orchestration: triggered and scheduled programs across push, email, SMS/WhatsApp, in-app/web; with clear entry/exit criteria, caps, and fallbacks.
• Offer testing framework: experiment designs, funding sources, and promo guardrails; standardized read-outs and next best actions.
• Performance monitoring & scorecards by channel/market (reach, engagement, incremental orders/revenue, CPR/ROAS, margin impact).
• Tooling & admin: platform configuration, deliverability, IP/reputation, templates, and permissions; vendor SLAs/QBRs.
• Backlog of CRM features (real-time events, product surfaces, offer services) prioritized with Product/Enablement; integration to CDP/data platforms.
• Compliance: POPIA/GDPR-aligned consent, retention, and preference management; privacy/security reviews for new journeys and data.

Communication Required

• Channel Leads & Brand Managers: Align on goals, campaigns, and promo calendar; coordinate offers and audiences; share results and next actions.
• Product Managers & Design/UX: Embed CRM surfaces in product; ensure rendering, accessibility, and consistent journeys; test UX copy/flows.
• Insights & Analytics: Define metrics, cohorts, and models; design incrementality tests; analyze impact and publish recommendations.
• Enablement, Delivery, Solution Architect: Align on data schemas/events, NFRs, release plans, and compliance/security standards.
• Markets (country digital/ops leads): Localize content, language, tender types; align timing with operational capacity; train market users.
• Vendors (ESP/push/SMS/WhatsApp/CDP/loyalty): Manage roadmaps, SLAs, and deliverability; run QBRs and remediation plans.
• Finance, Legal & Privacy: Confirm funding sources, ROI methodology, and compliance (consent, data processing, retention policies).
• Customer Care/Operations: Close the loop on customer feedback, opt-out issues, and service recovery.

Problem Solving & Analysis

• Attribution & incrementality: Separate true lift from selection bias; use hold-outs/geo tests; reconcile platform metrics with product analytics.
• Data quality & identity: Resolve duplicates/id stitching; ensure event timeliness/accuracy; maintain taxonomy for source/medium/campaign.
• Offer economics: Model promo impact on margin %, contribution profit, cannibalization, and funding; set guardrails (stacking, floors, eligibility).
• Deliverability & channel limits: Improve inboxing/push delivery; monitor IP/domain reputation, opt-in/opt-out flows, and frequency caps.
• Real-time vs batch orchestration: Choose architectures and SLAs that meet business need while managing cost/complexity.
• Localization & regulation: Adapt for tax/tender/language and market-specific privacy rules (POPIA/GDPR); maintain templates and approval flows.
• Capacity & ops alignment: Pace CRM demand to kitchen/delivery capacity; throttle or target to avoid service degradation.
• Experiment design: Define hypotheses, sample sizes, and guardrails; run read-outs that translate to clear decisions and backlog updates.

Innovation

Enhances and creates new CRM processes and capabilities. Introduces personalization/propensity models with Insights; expands real-time triggers and dynamic content; pilots new channels (e.g., RCS/in-app messages) and decisioning approaches; automates QA, render checks, and journey governance.

Qualifications

• Bachelor's degree in Marketing/Business/IS or equivalent practical experience.

Experience

• 5-7+ years in CRM/lifecycle/growth marketing for consumer digital/e-commerce; multi-market Africa experience preferred.
• Hands-on with orchestration and messaging platforms (e.g., Salesforce Marketing Cloud, Braze, Adobe Campaign, Iterable, or similar); experience with WhatsApp/SMS.
• Strong analytics/experimentation skills; comfortable with funnels, cohorts, incrementality testing, and ROI models; SQL/BI a plus.
• Knowledge of privacy & consent (POPIA/GDPR) and data governance; experience integrating with product analytics and CDP.
• Stakeholder management across Product, Brand, Engineering, Markets, and Vendors; clear, actionable communication.