Digital Operations and Enhancement Specialist - KFC

Description:

Expertise in digital technologies, data analysis, and operations management will be essential in achieving operational excellence and delivering a seamless digital experience for KFC customers.

Work closely with new project implementations to reach the business goal of 100% Digital by 2025 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
• 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

Key Responsibilities

Digital Initiatives Implementation:

• Collaborate with cross-functional teams, including marketing, IT, and product, to implement digital initiatives and campaigns.
• Ensure timely and accurate execution of digital campaigns and promotions.

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Operational Excellence:

• Ensure smooth day-to-day digital operations, including managing content updates, resolving technical issues, and coordinating with relevant teams to address customer inquiries.
• Implement standard operating procedures to streamline digital operations and ensure consistency across platforms.

Digital Initiatives Implementation:

• Collaborate with cross-functional teams, including marketing, IT, and product, to implement digital initiatives and campaigns.
• Ensure timely and accurate execution of digital campaigns and promotions.

Quality Assurance and Testing:

• Conduct thorough testing and quality assurance checks for digital assets, ensuring they meet usability, accessibility, and functionality standards.
• Coordinate with development and design teams to address any identified issues promptly.

Data Analysis and Reporting:

• Analyse digital performance data, user feedback, and customer insights to provide actionable recommendations for improvement.
• Prepare regular reports and dashboards on key performance metrics for digital platforms and initiatives.

Customer Support and Issue Resolution:

• Work closely with customer support teams to address digital-related customer inquiries and issues promptly and effectively.
• Monitor customer feedback channels and proactively address recurring problems.

Vendor Management:

• Collaborate with external vendors and technology partners to ensure the seamless integration and performance of digital solutions.
• Manage vendor relationships and service level agreements.

Compliance and Security:

• Ensure compliance with data protection and security regulations for all digital platforms and operations.
• Stay updated on industry best practices and standards related to digital operations and security.

Stakeholder Management

• All Key ideas and core decisions are to be consulted with the Head of Architecture and Delivery, CDIO, 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
• Nature of communication - Business and Partner Alignment, delivery management

Working Model

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

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Requirements:

Qualifications

• Diploma in Computer Science, Business Analysis or Information Systems
• Bachelor's degree preferred

Experience

• 2 to 3  years of experience in digital operations management, digital marketing, or a related role

Knowledge, Skills and Competencies

• Proficiency in digital technologies, content management systems (CMS), and online analytics tools
• Strong data analysis skills and the ability to draw insights from performance data
• Constantly seeking opportunities for improvement, problem-solving, and leveraging digital technologies to deliver an exceptional customer experience and drive business growth in the digital space
• Familiarity with digital marketing practices, user experience (UX) principles, and conversion optimization
• Excellent organizational and project management skills to handle multiple tasks and priorities effectively
• Familiarity with digital marketing practices, user experience (UX) principles, and conversion optimization
• Strong communication and collaboration skills to work effectively with cross-functional teams and external partners
• Customer-centric mindset with a focus on delivering a seamless digital experience
• Knowledge of the Food Service or retail industry is a plus

Problem-solving

As a Digital Enhancement and Operations Specialist for KFC Africa, you would be responsible for optimising and improving various aspects of the organisation's digital presence and operations. Some of the problems you might encounter and need to solve could include:

Digital Customer Experience:

• Identifying pain points and areas of friction in the digital customer journey (e.g., website, mobile app, online ordering), and proposing solutions to enhance the overall user experience.
• Improving website navigation, design, and content to increase engagement and drive conversion rates.
• Addressing customer complaints and feedback related to digital platforms to ensure customer satisfaction.

Online Ordering and Delivery:

• Ensuring the smooth functioning of online ordering systems and delivery processes to provide a seamless customer experience.
• Troubleshooting technical issues related to the ordering platform, payment processing, and delivery logistics.

 IT and Technical Support:

• Collaborating with IT teams and external vendors to resolve technical issues related to digital platforms and applications.
• Ensuring data security and compliance with relevant regulations in the digital space.

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Mobile App Enhancements:

• Identifying opportunities to improve the functionality and user experience of the KFC mobile app.
• Working with app developers and designers to implement new features and enhancements.

Digital Operations Efficiency:

• Streamlining digital operations to improve efficiency and reduce costs, such as optimizing order processing and fulfilment.
• Implementing automation and process improvements to enhance the overall digital operations.

Training and Knowledge Sharing:

• Providing training and support to internal teams, such as customer service representatives, on digital platforms and new features.