Loyalty Lead

At KFC, we pride ourselves on being original. We even named our recipe after it. But for us, the answer to the question is simple. Be You. Everyone at KFC is different. Unique. It’s what makes us special - Our people, The Originals. And we welcome you to join us. Bring your individuality to the table. Bring your grit and energy. Bring your spirit. Your story. Your drive and your passion. Bring it. Every piece of you. Even the parts you don’t like. Because we value our people no matter what. We’ll feed your potential and we’ll support you; to be your best self, to make a difference, and have fun. Together, we can be part of something truly extraordinary. All you have to do, is Bring it.

This role requires you to lead the end-to-end strategy, commercial performance, operations and expansion of KFC's Loyalty Programme across African markets. Accountable for building and scaling a profitable, digitally enabled loyalty ecosystem that drives incremental revenue, customer frequency, retention and lifetime value, while delivering a differentiated customer experience.
Own the loyalty proposition, programme economics, performance and roadmap, working cross-functionally with Brand, Finance, Technology, CRM, Insights and Operations to deliver commercially sound, data-led decisions. Ensure alignment with KFC Global Loyalty strategy, platforms, governance and reporting requirements, while adapting the programme to local market needs.

Qualifications:
•Bachelor's degree in Business, Commerce, Marketing, Finance, Digital Business or a related discipline.
•Postgraduate qualification in Business or a related field advantageous.

Experience:
•8–10+ years of relevant experience across loyalty, digital commerce, customer engagement or commercial programme management.
•Minimum 3–5 years of direct, hands-on experience managing and operating a customer loyalty or rewards programme.
•Demonstrated end-to-end ownership of a live loyalty programme, including programme mechanics, commercial performance, customer engagement, reward economics and operational delivery.
•Proven experience managing loyalty programme budgets, commercial investments and profitability.
•Strong digital experience, including digital customer journeys, loyalty platforms, CRM, personalization and product development.
•Demonstrated ability to use customer and transactional data to drive measurable commercial outcomes.
•Experience managing cross-functional teams and influencing senior business stakeholders.
•Proven ability to develop, evaluate and optimize customer offers, reward structures and commercial partnerships.

Advantageous Experience:
•Loyalty programme experience within QSR, retail, grocery, banking, telecommunications or another high-frequency consumer business.
•Experience scaling loyalty programmes across multiple markets.
•Experience working with global loyalty platforms and international stakeholder teams.
•Experience with missions-based, gamified, personalized or non-points loyalty models.
•Exposure to franchise business models and restaurant-level commercial economics.

Critical Competencies:
•Strong commercial and financial acumen
•Deep practical loyalty programme expertise
•Digital product and technology understanding
•Data-led decision-making and analytical thinking
•Customer lifecycle and retention management
•Strategic planning and execution
•Partnership development and negotiation
•Cross-functional stakeholder leadership
•People leadership and development
•Strong operational discipline and accountability