Digital Channel Manager, eCommerce

KFC is looking for a strategic and collaborative eCommerce Manager to accelerate the growth of our app and web ordering platforms. This role connects product development, restaurant technology, and marketing to deliver seamless eComm experiences that drive business results.

• 7-8 years in digital marketing, preferably with a background in driving digital adoption
• Self-starter with ability to adapt to fast-paced, fluid work environment with intellectual curiosity, strategic thinking, and a desire to have a significant commercial impact on the organization
• Strong business acumen and ability to translate insights into action
• Excellent cross-functional project management and communication skills
• Proven ability to influence roadmaps and drive measurable impact
• Experience working in fast-paced, matrixed organizations

Salary Range: $116,910 to $123,405 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.

Business Planning & Execution

• Develop commercial business plans to size, prioritize, and activate eCommerce opportunities based on revenue potential, guest impact, and operational feasibility.
• Own and track eCommerce performance, ensuring growth in conversion, check, and order frequency.
• Develop and execute ecommerce-exclusive promotions to drive traffic, conversion, and customer retention.
• Lead merchandising and deployment of new product launches across App, Web, Aggregators, and Kiosk platforms.
• Identify and implement process improvements to increase launch efficiency, reduce errors, and ensure seamless execution.

Roadmap & Product Development

• Translate business goals into clear product briefs and collaborate with Product and Tech to prioritize roadmap features that improve conversion, loyalty, and retention.
• Serve as the primary business point of contact for eCommerce product enhancements and innovation.
• Use performance insights to guide ongoing product and experience improvements.

Customer Experience Optimization

• Partner with UX and Design teams to evaluate and optimize end-to-end guest journeys, ensuring digital experiences are intuitive, frictionless, brand-consistent, and drive conversion.
• Identify and prioritize opportunities to enhance promotional and campaign-related user experiences, collaborating with Marketing and Product teams to maximize engagement, conversion, and offer effectiveness throughout the customer journey.
• Utilize customer behavior data, analytics, and testing insights to continuously improve ordering, payment, loyalty, and personalization experiences across digital channels.
• Ensure digital merchandising strategies align with broader brand, promotional, and seasonal campaigns to deliver a cohesive customer experience and support business objectives.
• Monitor key customer experience and conversion metrics, translating insights into actionable recommendations that improve engagement, retention, and revenue performance. Restaurant Integration & Execution
• Partner with Operations and Restaurant Technology teams to improve digital order flow, handoff, and in-store engagement.
• Identify opportunities for restaurant teams to enhance digital awareness and adoption.
• Manage project timelines from concept through launch and track post-launch impact.

Business Planning & Execution

• Develop commercial business plans to size, prioritize, and activate eCommerce opportunities based on revenue potential, guest impact, and operational feasibility.
• Own and track eCommerce performance, ensuring growth in conversion, check, and order frequency.
• Develop and execute ecommerce-exclusive promotions to drive traffic, conversion, and customer retention.
• Lead merchandising and deployment of new product launches across App, Web, Aggregators, and Kiosk platforms.
• Identify and implement process improvements to increase launch efficiency, reduce errors, and ensure seamless execution.

Roadmap & Product Development

• Translate business goals into clear product briefs and collaborate with Product and Tech to prioritize roadmap features that improve conversion, loyalty, and retention.
• Serve as the primary business point of contact for eCommerce product enhancements and innovation.
• Use performance insights to guide ongoing product and experience improvements.

Customer Experience Optimization

• Partner with UX and Design teams to evaluate and optimize end-to-end guest journeys, ensuring digital experiences are intuitive, frictionless, brand-consistent, and drive conversion.
• Identify and prioritize opportunities to enhance promotional and campaign-related user experiences, collaborating with Marketing and Product teams to maximize engagement, conversion, and offer effectiveness throughout the customer journey.
• Utilize customer behavior data, analytics, and testing insights to continuously improve ordering, payment, loyalty, and personalization experiences across digital channels.
• Ensure digital merchandising strategies align with broader brand, promotional, and seasonal campaigns to deliver a cohesive customer experience and support business objectives.
• Monitor key customer experience and conversion metrics, translating insights into actionable recommendations that improve engagement, retention, and revenue performance. Restaurant Integration & Execution
• Partner with Operations and Restaurant Technology teams to improve digital order flow, handoff, and in-store engagement.
• Identify opportunities for restaurant teams to enhance digital awareness and adoption.
• Manage project timelines from concept through launch and track post-launch impact.