Customer Engagement & Loyalty Lead

Job description

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.

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.

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.

• 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…