Head of E-Commerce

Why Should You Work for KFC?

At KFC , we pride ourselves on being original. We even named our recipe after it. But for us, the answer to the question is simple. Be You. Everyone at KFC is different. Unique. It’s what makes us special - Our people, The Originals . And we welcome you to join us. Bring your individuality to the table. Bring your grit and energy. Bring your spirit. Your story. Your drive and your passion. Bring it. Every piece of you. Even the parts you don’t like. Because we value our people no matter what. We’ll feed your potential and we’ll support you; to be your best self, to make a difference, and have fun. Together, we can be part of something truly extraordinary. All you have to do, is BRING IT.

About the Role

One of the most significant changes in the Quick Service Restaurant (QSR) Industry has been the adoption of digital ordering and payment systems. Gone are the days of standing in line to place an order and pay with cash or a card. Today, customers can place orders and pay through apps. They can also order from the comfort of their own home and have their needs solved through delivery.

Digital has definitely introduced a new way of elevating customer experience, as well as improve operational processes, becoming a key factor in determining opportunities for optimization and growth. And with KFC’s digital ambition, it’s a perfect time for a passionate Original to join the roost

This brings KFC in pursuit of a talented and ambitious Head of E-Commerce for our South Asia business, who not only LOVES chicken, but has a real passion for growth and delivering winning results.

What Success Looks Like

As our E-Commerce lead, you will bring the business into a very significant transformation, unlocking the next billion-dollar opportunity for the brand. Through your leadership, digital adoption will be accelerated and will make a huge efficiency impact on how our guests order their finger-lickin’ good chicken fix. You will be a champion of omni-channel experience across all of our sales channels, elevating the guests’ end-to-end experience to be seamless and personalized, leveraging on technology. And you will deliver this whilst maximising revenue for the brand.

MAKE A DIFFERENCE… with your role’s responsibilities

Driving E-Commerce Growth

• Define the e-Commerce channel strategy for the region, work cross functionally to drive adoption and buy in with franchisees and key stakeholders.
• Digital Acquisition: You will drive acquisition of our digital channels, encouraging more transactions to go through a digital touchpoint as part of the omni-channel retail journey.
• Ongoing digital Adoption: Develop the regional CRM strategy & journeys that will best complete conversions to purchase and ongoing customer frequency.
• CX/UX: You will champion a reliable & easy ordering experience across all KFC channels identifying user experience enhancements, consumer order journey, and channel optimization.
• You will partner with marketing teams to optimise the channel merchandising approach to make it easier to place an order and increase the average order value
• Delivery: You will partner with both markets & 3rd party delivery aggregators to maximise the opportunity for growth across the region
• New Channel Growth: You will also identify new customer access point opportunities to make it easier for a guest to order KFC driving the strategy for new channel expansion across the region.

Franchisee Partnership

• Communicate and drive adoption of e-Commerce approach through active collaboration with FZ’s through a variety of channels (playbooks, summits, 1:1 relationships, meetings, etc.);
• Be subject matter expert (advisor and consultant) to FZ’s in relation to helping them advance their eCommerce marketing approach
• Lead and develop a culture of best practice sharing in the region working, partnering with global digital teams to drive digital sales growth and improve the base levels of omni-channel retail adoption across the region.

Analytics

• Define metrics to track and drive the discipline of consistently tracking performance & leveraging analytics and insights to ensure channel growth targets are achieved for the region.
• Develop a regional roadmap to get to a 100% authenticated customer vision to allow for a true omni-channel view of the business.
• Support the establishment of dashboards to allow for live customer data tracking across all digital channels.
• Leverage data and insights to best understand our guests’ needs, habits, and perceptions to continuously optimise performance.

BRING YOUR BEST SELF… with your top-notch qualifications

• You are a seasoned e-Commerce leader with a proven track-record in developing an driving strategic vision, end-to-end ownership, and delivery of consumer-facing digital products in Asia. You are well-versed in driving business performance in this channel.
• You have a minimum of 10 years of relevant experience in e-Commerce/digital platforms, experience in a multi-franchise environment, with demonstrated experience in franchise engagement a plus
• You have a growth mindset - you’ll be connecting the dots in fresh ways to make amazing things happen. You are not afraid to stretch boundaries and think outside of the box to get results.
• You have an experimental mindset – you create the motivation to constantly experiment, test hypotheses that will advance our growth ambitions.
• You are a leader with stretch to grow in the business and a strong ability to collaborate and take people with you as you lead them towards your vision.
• You are a people grower, committed and invested to develop your team as well as cross-functional team members
• You bring a high-energy and a passionate outlook to the job with strong communication and influencing skills to deliver with impact.
• You are assertive, with the confidence to be voice of authority, and are not afraid to do what is best for the team.
• You possess strong collaboration skills, and you are able to work across cultures. You have experience leading and working with cross-functional teams, galvanising the team to deliver against the vision.
• You have a minimum of Bachelor's degree in Technology, Business, Marketing or related field

Ready to join? Click APPLY to start your journey

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