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 Customer Engagement & Loyalty Lead. We want someone who not only LOVES chicken but has a real passion for understanding customers, building deep relationships, and delivering measurable growth. Your role will be to lead KFC’s customer relationship and loyalty strategy across all owned digital channels; app, web, kiosk and email - driving retention, engagement, and lifetime value. This role sits at the intersection of brand, data and digital experience, ensuring that every interaction deepens customer connection and commercial performance. And you will deliver this whilst maximising revenue and sustainable profit growth for the brand over time. WHAT WILL YOU SPEND YOUR TIME DOING? Define and deliver the end-to-end CRM, loyalty, and digital customer experience strategy across the UK & Ireland - spanning onboarding, engagement, retention, and reactivation. Lead customer lifecycle marketing, personalisation, and segmentation programmes, applying data insights, AI tools, and behavioural science to deliver relevant, high-impact communications that drive frequency and loyalty. Evolve and manage KFC Rewards Arcade and future loyalty propositions, ensuring they deliver measurable value for customers and the brand while driving incremental revenue and engagement. Champion digital customer experience across app, kiosk, web, and email, partnering with Product, UX, and Tech to ensure journeys are seamless, emotionally resonant, and conversion focused Develop and optimise customer journeys to support tokenisation and increase identifiable customer interactions, using insights to remove friction and enhance satisfaction. Partner with the Performance Marketing Lead to connect acquisition and retention strategies for a unified, insight-led customer journey. Collaborate cross-functionally with Product, Tech, and Operations to embed CRM and loyalty within the wider digital ecosystem - from menu design to ordering and fulfilment. Lead a test-and-learn culture across lifecycle, loyalty, and digital CX - including experimentation in personalisation, offers, and messaging, through A/B and multivariate testing. Oversee campaign delivery across CRM platforms (e.g., Braze), ensuring timely, accurate, and brand-aligned execution with a strong focus on data hygiene and compliance. Use customer insight and data activation to design and deploy interventions that deepen engagement, increase visit frequency, and maximise lifetime value. Produce clear, actionable reporting on CRM, loyalty, and CX performance, translating results into strategy and sharing insights with senior stakeholders. Manage and mentor a cross-functional team and agency partners, building a culture of curiosity, accountability, and commercial impact; ensure output is strategically aligned and operationally efficient. Represent CRM, loyalty, and digital CX at leadership forums - owning customer metrics, ROI, retention KPIs, and the role’s integration across marketing and digital functions. This role sits at the intersection of brand, data, and customer insight - ideal for a marketing leader who blends emotional storytelling with commercial rigour to create experiences customers love and return for. WHAT WE LOVE FROM YOU: ABOUT YOU 6 years’ experience in CRM, loyalty, or customer engagement - ideally within QSR, retail, or app-led businesses. Proven track record in scaling CRM and loyalty programmes that drive measurable commercial outcomes and customer lifetime value. Deep understanding of CRM platforms (Braze preferred), campaign management workflows, and customer data architecture. Strong analytical and data-literate mindset, with experience in segmentation, personalisation, A/B testing, and performance tracking. Demonstrated ability to translate insight into action - turning customer data into meaningful, emotionally resonant digital experiences. Solid grounding in behavioural science, customer psychology, and UX principles, with the ability to apply them to CRM and loyalty tactics. Excellent communication and storytelling skills - capable of simplifying complexity and presenting commercial impact to senior stakeholders. Highly collaborative and cross-functional, experienced in partnering with creative, product, tech, data science, and commercial teams. Natural leader and mentor, able to inspire and influence across disciplines while building strong agency and internal relationships. Strong commercial acumen, understanding how to balance customer experience with profitability and brand consistency. Confident in copy and creative review, with instinct for tone, clarity, and emotional engagement that aligns to brand. Basic coding knowledge (HTML/CSS) – desirable for troubleshooting and collaborating with tech teams. Familiarity with design tools (e.g., Photoshop or Canva) – desirable for creating or adapting campaign assets. EXPERIENCE 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). Our Marketing team spend Tuesdays and Wednesday's face to face in the office. 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 Apply (Go on do it) – send us your CV and answer a couple of app questions. Intro call with our Talent Team Virtual call with Hiring Manager Agency partner 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. 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