Manager, CRM & Loyalty - KFC

Role overview

As the CRM and Loyalty Manager for the KFC brand, you will shape and run strategies that strengthen customer relationships, improve retention, and build long-term loyalty. The role focuses on using customer data, insights, and segmentation to create tailored marketing initiatives that lift engagement, increase repeat business, and support revenue growth.

What you will do

• Build and execute CRM plans and loyalty initiatives that improve customer acquisition, repeat visits, and long-term retention.
• Create and launch personalized campaigns and communications across channels such as email, SMS, and social media, with creative goals informed by data and learning.
• Use segmentation and targeting to send timely, relevant offers, promotions, and incentives to the right customer groups.
• Set up a maker-checker control process to ensure campaigns and executions are accurate and free from errors.
• Review customer data and behavioral patterns to uncover trends, opportunities, and areas where performance can be improved.
• Lead loyalty program rollout and market adoption, including incentive planning to drive engagement, repeat purchases, and referrals.
• Track and present KPI performance tied to engagement, retention, and loyalty, and share regular updates with leadership and stakeholders.
• Partner with market teams, agencies, and customer service to keep CRM initiatives aligned and ensure a consistent customer experience across every touchpoint.
• Run A/B tests and evaluate campaign and loyalty program performance to identify what works and recommend improvements.
• Make sure all CRM and customer communications follow data privacy rules and accepted best practices.

What we are looking for

• A bachelor’s degree in marketing, business, data analytics, or a related discipline; a master’s degree is preferred.
• At least 5 years of practical experience in CRM and loyalty management, ideally within a similar industry.
• Working knowledge of analytics tools such as Google Analytics and SQL.
• Strong understanding of CRM concepts, customer lifecycle management, and loyalty program design.
• Hands-on experience with CRM tools such as Clevertap, Moengage, Cheetah, or comparable platforms.
• Exposure to loyalty program systems and related analytics tools.
• Strong analytical and problem-solving ability, with a data-led approach to decision-making.
• Good project management skills and the ability to handle several priorities while meeting deadlines.
• Excellent communication and people skills, with the ability to work well across functions and explain complex ideas clearly.
• A performance-focused mindset with an emphasis on measurable results and ROI.
• Strong attention to detail, sound organization, and the ability to prioritize effectively.
• Awareness of data privacy requirements such as GDPR or CCPA and how they affect CRM and customer data handling.

Additional details

Arabic language skills will be considered an advantage.