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Assistant Manager Loyalty & CRM (Relocation to the UAE)
Americana RestaurantsMumbai, Maharashtra, India25 days ago
Job descriptionLead 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. 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. 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. 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.
Note : This is a full-time onsite role and requires relocation to Sharjah, UAE.
Job Purpose
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
Insight & Data-Driven Decision Making
Creative & Cross-Functional Influence
Qualifications & Experience
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Manager Crm • Mumbai, Maharashtra, India
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