Head: Product and Delivery Support - KFC

Description:

• Keep KFC Africa stakeholders aligned on the strategy through effective communication, cross-functional leadership and partnership
• Drive gold-standard digital technology governance and security.
• Work closely with new project implementations to reach the business goal of 100% Digital by 2026 which includes the following eCom landscape:
  
  • Own Channel Delivery:Orders captured through the owned web, app or chat, whether the last mile is serviced through the owned or 3P fleet
  • Aggregator Delivery: Orders captured and delivered through aggregators
  • Channel Click and Collect: Order captured through the owned web, app or chat; picked up in restaurants, drive-thru, curbside, etc
  • Kiosk
  • Drive-thru: Drive-thru with unique customer identifier capture or dynamic DMB offering personalization/upsell, or voice AI on the speaker box
  • Front Counter: With unique customer identifier capture

Projects & Responsibilities include:

The Digital Team is organised across 5 Product groups (Capabilities) and the lead will be responsible for ensuring oversight within these capabilities working under the leadership of the Chief Digital Officer (CDO).

Digital product strategy:

• Develop and execute a comprehensive digital product strategy aligned with KFC's and CDO’s overall business objectives
• Identify opportunities to leverage technology and digital trends to enhance customer engagement and experience

Product development and innovation:

• Lead the end-to-end product development lifecycle, from ideation and concept validation to implementation and release
• Collaborate with product managers, designers, data engineers, architects and developers to create and deliver innovative digital products and services

Customer-centric approach:

• Conduct market research and user analysis to understand customer needs, preferences, and pain points
• Use customer insights and data analytics to drive product improvements and optimize the user experience

Technology and platform management:

• Stay abreast of emerging technologies, industry trends, and best practices in digital product development and support
• Evaluate and select suitable platforms and technologies to support digital products and services

Vendor Management:

• Collaborate with external vendors and partners to integrate third-party solutions and enhance digital product offerings.

Project management and delivery:

• Implement agile methodologies and project management best practices to ensure timely and efficient product delivery
• Work closely with Digital Change Management to Prioritize projects and resources to meet business objectives and customer demands

Performance Monitoring and Analytics:

• Review Digital Goals and key Digital performance indicators (KPIs) to measure the success of digital products and services.
• Analyze performance
• Working closely with OPS/PMO/IT/Marketing

Critical to this is, the release of the products into the market:

Stakeholders

• Nature of communication - Business and partner alignment, as well as delivery management
• Cross-Functional Collaboration: All Key ideas and core decisions to be consulted with the CDO, however on a day-to-day basis the interaction could include KFC Africa Staff, Senior Management and Leadership; Franchisees; Product Manager; Operations Manager/Specialist; Delivery Excellence Manager; BI Manager; Marketing team; IT team, H/W and S/W vendors, Technology/Digital vendors; Yum!/YRI global teams; Digital and Marketing Agencies
• Working closely with the Channel and BAU to support the relevant leads to streamline and optimise the ways of working:
  • The Operations Lead looks after the production platform stability for Web, App, Chat/Kiosk/Drive through/PoS/ Aggregators
  • The Operations Lead liaises with Aggregators to resolve/optimise/troubleshoot solutions
  • The Operations Lead liaises with platform suppliers to resolve/optimise/troubleshoot solutions
  • Ensure that there are documented procedures and processes with the relevant contacts for support
  • T’s up the necessary support for busy periods such as month-end and year-end
  • Ensures the platforms undergo the annual performance and security testing approvals

Working Model

• Work from home is possible however 70% should be on site as we stabilise and grow the teams

Requirements:

Qualifications

• Bachelor's or Master's degree in Business, Computer Science, Engineering

Experience

• A minimum 15 years of experience in:
  • Crafting and implementing Digital technology strategies
  • Digital customer engagement and relationship management
  • Digital media and content management
  • Designing and implementing Web and Mobile technologies
  • Designing and implementing eCommerce technologies
  • Agile software delivery experience
  • Project management experience 

Problem-Solving

• Solution Architecture problems/deficiencies/gaps
• Business analysis-type problems in the IT/Digital field
• Production/Operations environment breakdowns/Digital Infrastructure problems
• Vendor/supplier delivery problems
• Stakeholder management problems
• Project management problems
• Follow the Digital Wheel of 6 from Analysis, Design, Development, Test, Go/No-Go and Launch (Alpha, Beta, Full)
• Define processes to solve the above-mentioned challenges

Innovation

• Significantly modifies processes. End to end implementation of new innovations that have been signed off and work with an experimentation mindset to fail fast, learn and re-try