CRM and Loyalty Lead – KFC & Pizza Hut

The CRM and Loyalty Lead will drive personalized customer engagement across KFC & Pizza Hut’s digital ecosystem. This role focuses on executing lifecycle campaigns, optimizing CRM and loyalty platforms, & enhancing customer retention through data-driven personalization.

Position:                                   CRM and Loyalty Lead – KFC & Pizza Hut

Reporting Relationship:       This position reports to the Digital & Ecommerce Manager

Summary:                            The CRM and Loyalty Lead will help drive customer engagement across email, push, andin-app channels. The incumbent will play a key role in creating impactful customerjourneys, executing lifecycle campaigns, and reporting on CRM performance for KFC andPizza Hut brands.

Key Responsibilities:

Integration & Data Flow

• Deploy and maintain Web and App SDKs, working with development teams.
• Manage tagging structures (events, custom attributes, purchases, and triggers) across Braze, GA4, and Googe Tag Manager.
• Manage integration into cloud storage or Customer Data Platform for segmentation, predictive modeling, and analytics.

Platform Optimization

• Optimise CRM functionality by leveraging advanced features including Connected Content, Content Blocks, Webhooks, APIs, and Landing Pages.
• Configure and maintain Loyalty campaign logic (rules, loyalty mechanics, segmentation criteria) to enable promotions and personalised rewards.
• Manage integrations for deep linking, cross-platform tracking, and attribution to improve campaign accuracy and user experience.

Campaign & Personalisation Enablement

• Fluency in personalization tools that turn data into dynamic messaging. Hands-on experience with Braze, Salesforce CRM, Salesforce Marketing Cloud and Moveable Ink
• Familiarity with reporting dashboards, audience segmentation, and journey mapping.
• A collaborative mindset—comfortable working in Figma, Asana, syncing with design, and helping creative come to life in-market.
• Familiarity with HTML, CSS, JAVA and Liquid (or similar) for email and dynamic content personalization.

Data Analysis & Reporting

• Partner with IT and Insights Analyst to integrate lifecycle marketing metrics into reporting dashboards (e.g., Looker Studio, Tableau, or Power BI).
• Analyze campaign data to uncover insights and continuously optimize performance.
• Ensure reporting accuracy across attribution platforms and lifecycle channels.

• Problem-Solving: Strong debugging, troubleshooting, and optimization skills.
• Collaboration: Ability to translate business needs into technical execution by working cross-functionally with Marketing, Data, and Engineering teams.

Preferred Skills/Experience:

• Prior experience with lifecycle marketing and loyalty platforms would be an asset.
• Familiarity with predictive modeling or working with Customer Data Platforms for personalization.
• Experience in Quick Service Restaurant (QSR), retail, or hospitality industries.

Education & Certifications:

• Bachelor’s degree in Computer Science, Software Engineering, Marketing, or related discipline.
• Certifications in Google Analytics, Google Tag Manager would be an asset.

Experience Level:

• At least 2 years in a technical role involving marketing technology, customer engagement, or lifecycle marketing.