Hybrid Channel Manager – Loyalty

at Yum! Center for Global Franchise Excellence

• Job title: Channel Manager – Loyalty
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Plano, United States

About the role

• Loyalty Channel Manager for KFC leading strategy and execution of the Rewards program. Driving engagement and profitable growth through digital and on-premise channels with a focus on customer experience.

Responsibilities

• Lead the overarching strategy and product execution for KFC Rewards, ensuring alignment with enterprise goals and integration across digital, eCommerce, and in-restaurant touchpoints.
• Own end-to-end P&L accountability for the loyalty channel, balancing financial health, customer value, and operational efficiency.
• Develop commercial business plans to size and prioritize Loyalty opportunities based on revenue potential, guest impact, and operational feasibility.
• Drive annual planning, prioritization, and performance tracking for all loyalty initiatives and campaigns.
• Lead the development and rollout of new loyalty channels, including on-premise integration across Kiosk and Drive-Thru experiences.
• Translate business strategies into product briefs for features that improve Loyalty retention, and loyalty frequency, and loyalty guest experience
• Partner with Technology, Digital Product, and Data teams to prioritize platform enhancements that support personalization, targeting, and automation at scale.
• Partner with technical centers of excellence to develop a roadmap for advanced testing including but not limited to AI-driven personalization, dynamic visualization, and gamification.
• Pilot and scale new capabilities (e.g., multi-channel rewards, partner integrations) that strengthen customer connection and drive incremental sales.
• Evaluate emerging loyalty and Martech solutions to enhance operational agility, data connectivity, and customer experience.
• Build and manage the accounting functions of the loyalty program, including point accrual, redemption economics, and financial forecasting.
• Partner with Finance and Data Science to measure loyalty ROI and optimize value exchange for both customers and the business.
• Partner with merchandising, operations, and marketing to roll out new loyalty developments that impact team member or guest experiences.
• Champion the loyalty vision across the organization, fostering alignment and excitement around its strategic value.
• Serve as the central point of contact for loyalty across Tech, eCommerce, Marketing, Operations and Finance

Requirements

• 8-10 years in digital marketing, preferably with a background in driving digital adoption
• Self-starter with ability to adapt to fast-paced, fluid work environment with intellectual curiosity, strategic thinking, and a desire to have a significant commercial impact on the organization
• Strong business acumen and ability to translate insights into action
• Excellent cross-functional project management and communication skills
• Proven ability to influence roadmaps and drive measurable impact
• Experience working in fast-paced, matrixed organizations

Benefits

• Paid time off
• Flexible working arrangements