Welcome to KFC. Home of the real ones.
We sell the world’s best chicken. Seriously. And we’ve done it since 1939, when the idea of crispy, original recipe chicken took Kentucky by storm. Now, we’re proud to serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that we started with, all those years ago.
Across the Restaurant Support Centre (RSC), we come to work to be ourselves, and to make something of ourselves. We want to see our potential go that little bit further, as part of one of the world’s most iconic brands.
What’s the gig? Well, you support our restaurants — and we’ll support you every step of the way. Simple. Our doors are open — and they can take you anywhere.
All we ask is that you be you. Because that makes us, us. Sound good? Great. Let’s find out about that job.
THE TEAM
Join our award-winning Marketing team – a driven group of over 50 passionate creatives spanning across Strategy & Innovation, Brand & Retail Management, Digital Growth, Food Quality, and more.
Together, we work to keep KFC at the centre of culture in the UK and Ireland, building on our iconic legacy while creating fresh, relevant experiences for both loyal fans and new customers, with a relentless focus on our world-famous finger lickin’ good chicken. Bold, creative, and deeply connected to what matters, our team thrives on pushing boundaries and driving growth.
ABOUT THE ROLE
We're looking to bring
on-board a talented and ambitious CRM Lead. We want someone who not only LOVES chicken but has a
real passion for understanding customers, building deep relationships, and
delivering measurable growth.
You’ll be the architect of our CRM strategy — driving lifecycle marketing,
personalisation, segmentation, and tokenisation across all digital channels.
Your role will blend creative brand thinking with data-led precision to ensure
every customer interaction is timely, relevant, and valuable. You’ll work
cross-functionally with marketing, product, tech, and operations to champion
the app, kiosk, and web experience, ensuring every touchpoint drives
engagement, retention, and lifetime value.
You will also partner with our tech and operations teams to champion the app
experience and elevating the guests’ end-to-end experience to be seamless and
personalised.
And you will deliver this
whilst maximising revenue and sustainable profit growth for the brand over
time.
WHAT WILL YOU SPEND YOUR TIME DOING:
* Own the development and delivery of the
end-to-end CRM strategy across the full customer lifecycle (onboarding,
engagement, retention, and reactivation).
* Lead personalisation and segmentation
programmes, applying data insights and AI tools to deliver relevant,
high-impact communications.
* Develop and optimise customer journeys across
app, web, kiosk, and email to support tokenisation and increase identifiable
customer interactions.
* Partner with the Performance Marketing Lead to
align acquisition and retention strategies for a seamless customer experience.
* Collaborate with product and UX teams to
ensure customer journeys are intuitive, engaging, and conversion focussed.
* Manage and optimise loyalty initiatives,
evolving them to deliver genuine value to customers while driving commercial
outcomes.
* Oversee campaign execution across CRM
platforms (e.g., Braze), ensuring timely, accurate, and brand-aligned delivery.
* Apply behavioural science principles to
campaign design and testing to influence customer decision-making.
* Drive test-and-learn programmes, including A/B
and multivariate testing, to continually improve performance.
* Produce clear, actionable reports on CRM
activity, sharing insight with senior stakeholders to inform strategy.
* Maintain hygiene and accuracy of customer
data, working with tech/data teams to ensure CRM systems are structured for
growth.
* Manage agency relationships, ensuring output
is strategically aligned and operationally efficient.
* This role sits at the
intersection of brand, data, and customer insight—perfect for a marketer who
thrives on both emotional storytelling and results-driven campaigns.
WHAT WE LOVE FROM YOU:
EXPERIENCE
* 4–6+
years’ experience in CRM, loyalty, or lifecycle marketing, ideally in a
brand-led or multi-channel retail/QSR environment.
* Strong
understanding of CRM platforms (Braze preferred) and campaign management
workflows.
* Solid
analytical skills, with the ability to interpret data and use it to guide
decision-making.
* Understanding
of behavioural science and customer psychology, with an ability to
translate these into actionable CRM tactics.
* Data-literate,
with experience in segmentation, personalisation, A/B testing, and
performance tracking.
* Excellent
copywriting instincts with a sharp eye for brand tone and emotional
engagement.
* Highly
collaborative with a strategic mindset. Comfortable working
cross-functionally with creative, product, tech, and commercial teams.
* Commercially
aware, understanding how to balance customer experience with
profitability.
* Basic
coding knowledge (HTML/CSS) – desirable for troubleshooting and
collaborating with tech teams.
* Familiarity
with design tools such as Photoshop or Canva – desirable for creating or
adapting campaign assets.
ABOUT YOU
* This
position combines creative thinking, strong commercial acumen, passion for food
and data, and focused action to scale the next chapter of loyalty and lifecycle
marketing at KFC.
* Proven
track record in delivering CRM and lifecycle programmes that drive measurable
uplift in retention, engagement, and lifetime value.
* Experience
working in an agile environment, with a test-and-learn culture, and a
demonstrated understanding of CRM KPIs as well as direct experience in A/B and
multivariate testing.
* Hands-on
experience managing complex, multi-channel customer journeys across app, web,
kiosk, and email, using segmentation and personalisation at scale.
* Experience
working with technology teams and a proven record of successfully collaborating
to deliver new features, products, or customer experience improvements to
market.
* Comfortable
using behavioural science insights and customer psychology to influence
campaign design and decision-making.
* Able
to cut through jargon and speak fluent “consumer” while keeping our brand and
menu vision at the heart of all CRM activity.
* Skilled
at managing agencies, including briefing, challenging, and ensuring alignment
with strategic goals.
* Proficient
with CRM and marketing automation platforms (Braze preferred), analytics tools
(e.g., Google Analytics 4), and relevant martech solutions.
* Highly
collaborative, with strong relationship-building skills across creative,
product, tech, and commercial functions.
* You are passionate
about the customer and a CRM Lead today — but have the potential to grow into a
Head of Digital Growth in the future.
WHAT’S IN IT FOR YOU:
We offer benefits that make your life that little bit easier, because we know the juggle is real.
From flexible, hybrid working to Fri-Yay early finishes and Live Well Days, we’ve created a package that supports the real you, in and out of work.
You’ll get:
* Hybrid working from our Woking RSC (just 24 mins from London)
* Up to 11% company pension contributions
* Fri-Yay finishes at 1pm every Friday
* 25 days’ holiday (plus bank hols) a
* 5 Live Well Days a year, just for you
* Bonus scheme linked to company & personal performance
* Private healthcare, Digital GP access & mental health coaching
* Enhanced parental leave and flexible return options
* Study support, income protection, life cover & more
* And yes—25% off the chicken
Because real ones deserve real rewards.
THE ROAD TO BECOMING A REAL ONE...
1. Apply (Go on... do it) – send us your CV and answer a couple of app questions.
2. Intro call with our Talent Team
3. Virtual call with Hiring Manager + Agency Partner
4. F2F interview & Task at our HQ, Home of The Real Ones in Woking
KFC FOR EVERYONE:
Whoever you are and wherever you’re from, KFC is a place where you can bring the real you to work.
Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here. We don’t just welcome, we encourage applications from underrepresented groups from all industries.
If you’d like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements — just let us know. We’ll be there to help you be the real you.
Ready?
We hope so, if you’re ready to be part of our community, now’s the time to apply.
Worried you aren’t ticking all the boxes? Don’t - we’d still love to hear from you.
Beware of fake job postings using Yum! and/or our brand logos -- KFC, Pizza Hut, Taco Bell and Habit Burger & Grill -- on fraudulent sites. Yum! Brands only posts jobs on official careers pages and never asks for money during onboarding. Avoid unsolicited contacts via Telegram, WhatsApp or similar social apps.