Job Description

The Manager, Digital Channels is responsible for driving execution of digital initiatives across assigned markets within the KFC Latin America & Caribbean region. This role partners closely with franchisees and cross-functional teams to implement and optimize eCommerce, CRM, and digital experience strategies, ensuring strong performance and consistent customer experiences at the market level.

Market Ownership & Execution

• Own end-to-end execution of digital initiatives across assigned markets, including eCommerce platforms (web/app), aggregators, kiosks, and CRM programs
• Partner with franchisees to implement regional digital strategies while adapting to local market needs
• Ensure alignment with regional roadmap and brand standards set by the Head of eCommerce

Performance & Optimization

• Monitor and analyze key digital KPIs (conversion, sales, retention, etc.) at the market level
• Identify opportunities to improve performance and customer experience through data-driven insights
• Support test-and-learn initiatives to continuously optimize digital channels

Franchisee & Stakeholder Engagement

• Act as a day-to-day point of contact for franchise partners on digital topics
• Support adoption of tools, platforms, and best practices to drive digital growth
• Collaborate cross-functionally with Marketing, Operations, and Global Digital teams

Product & Experience Support

• Support execution and enhancement of digital customer experiences across platforms (app, web, kiosks, delivery)
• Coordinate with technology vendors and partners to ensure smooth implementation and performance

CRM & Digital Programs

• Assist in rollout and execution of CRM and loyalty initiatives across assigned markets
• Ensure proper utilization of customer data to drive engagement and frequency

SCOPE & MAGNITUDE

• Supports KFC Latin America & Caribbean across assigned markets within a 38-country region
• Works with franchise partners and multiple digital platforms/vendors across markets
• Based in Fort Lauderdale, FL; travel may be required

• 5–8 years of experience in eCommerce, digital, or customer experience roles
• Experience in multi-market or franchise environments preferred
• Strong analytical skills and comfort working with digital performance metrics
• Ability to manage multiple priorities across markets and stakeholders
• Strong communication and influencing skills
• Experience with digital platforms, CRM, and/or aggregators preferred
• English required; Spanish and/or Portuguese preferred

Salary Range $125,200 to $184,870 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.