Digital Product Manager: Web/App/Chat - KFC RoSSA

This role will involve understanding customer needs, defining product strategies, and working closely with cross-functional teams to deliver seamless and engaging digital experiences. This position is critical to driving KFC's digital transformation and ensuring a competitive edge in the digital landscape.

This role plays a critical part in shaping KFC Africa's digital strategy and ensuring a seamless digital experience for customers.
Working 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

Projects & Responsibilities

• Working closely with the Head of Architecture and Delivery as well as the Digital Change Manager on new project initiatives as well as ones kicked off in flight
• Understanding the solution designs in place or architected and gathering the right set of functional and non-functional requirements
• Owning the product plan/roadmap oversight to ensure successful implementation in line with business requirements and needs for new products and initiatives
• Working closely with vendor teams on Test Team oversight (STS Vendor) to ensure requirements are understood
• Manage the backlogs for App/Site/Kiosk, Paid Media, CRM, and Aggregators. From an E-commerce perspective, we conduct A/B testing which is aligned with our optimization strategy and roadmap

Product:

• Drive the feature set product management of Web/App/Chat/DT Channels. i.e. the person who identifies the customer need and the larger business objectives that a product or feature will fulfil articulates what success looks like for a product, and rallies a team to turn that vision into a reality. This role will work closely with UX, Engineers and the Business to focus on the backlog of immediate solutions defined by the CDO as well as looking at the future growth of the product i.e. where is the market headed and what functions or features need to be incorporated
• The role requires investigating and understanding new feature requests from the business, sizing and prioritizing features, and managing the backlogs for App / Site / Kiosk, Drive Through, Chat, Front Counter, etc.

Digital product strategy:

• Develop and communicate a clear and comprehensive digital product strategy aligned with KFC Africa's overall business objectives, CDOs vision and customer needs
• Identify market trends, customer insights, and opportunities to drive innovation and differentiate KFC's digital offerings

Product development and roadmap:

• Lead the end-to-end product development process, from ideation to launch, working closely with design, engineering, and QA teams
• Create and manage a product roadmap, prioritizing features and initiatives based on data-driven insights, customer feedback, and business impact

Customer experience optimization:

• Conduct research and analysis to understand customer behavior, pain points, and preferences across digital touchpoints
• Continuously improve and optimize digital products to enhance the overall customer experience

Cross-functional collaboration:

• Collaborate with cross-functional teams, including marketing, operations, IT, and finance, to ensure seamless integration of digital products into the overall business ecosystem
• Communicate product updates, progress, and strategy to stakeholders and senior management

Agile project management:

• Embrace agile methodologies to manage product development processes efficiently
• Participate in sprint planning, reviews, and retrospectives, ensuring on-time and on-budget delivery of product increments

Data-driven decision-making:

• Utilize data analytics and user feedback to make informed product decisions and iterate on features to drive continuous improvement

Competitive Analysis:

• Conduct competitive analysis and stay informed about industry trends to identify opportunities and potential threats in the digital space

Stakeholders

• All Key ideas and core decisions are to be consulted with the 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

Requirements:

Experience

A minimum of 5 years of experience in:

• Crafting and implementing Digital technology strategies
• Digital customer engagement and relationship management
• Designing and implementing Web and Mobile technologies
• Designing and implementing eCommerce technologies
• Product management experience
• Product Analytics Experience
• Agile software delivery experience

Skills and Competencies

• Product Management and analysing problems/deficiencies/gaps
• Ability to solve business analysis-type problems in the IT/Digital field
• Define processes to solve these types of challenges at KFC
• Design Thinking
• Agile Coaching
• Scrum
• Innovation
• Solution Architecture
• Project Management
• Back and Frontend Understanding of Coding