Assistant Manager-CRM & Loyalty

Who we are?Americana Restaurants is a leading restaurant operator and food & beverage platform in the MENA region. With a legacy that dates back to 1964, we’ve grown to represent and manage some of the world’s most beloved restaurant brands—including KFC, Pizza Hut, Hardee’s, Krispy Kreme, and many more—across over 12 countries. Our commitment to operational excellence, innovation, and customer satisfaction continues to drive our growth and success in the region.As we expand, we're looking for passionate professionals who thrive in fast-paced, dynamic environments. If you're driven by purpose and motivated to make an impact, we'd love to have you on our team.Purpose of the RoleWe are seeking a strategic, insight-driven Assistant Manager, Loyalty & CRM to shape KFC’s customer engagement and retention strategy. This role focuses on connecting store-level and user data to actionable business decisions, guiding loyalty program evolution, and ensuring CRM communications align with KFC’s bold, customer-first brand voice. The ideal candidate brings commercial acumen, cross-functional influence, and experience in fast-paced, data-driven environments such as QSR, e-commerce, or food-tech.Key Responsibilities:Strategic CRM & Loyalty PlanningShape and own the loyalty and CRM strategy, ensuring alignment with KFC’s brand objectives, customer needs, and market opportunities.Develop and implement targeted CRM campaigns (e.g., email, push notifications, in-app messages, SMS) for customer onboarding, retention, re-engagement, and win-back, aligned with marketing objectives and promotional calendars.Utilize customer data to create highly granular segments based on order history, preferences, behavior, demographics, and app usage patterns to deliver personalized experiencesMonitor, analyze, and report on CRM campaign performance, customer churn rates, lifetime value (LTV), and engagement metrics, providing actionable insights for continuous improvement.Loyalty Program LeadershipLead the evolution of KFC’s loyalty program to deepen engagement and repeat transactions.Develop and execute campaigns and initiatives specifically aimed at increasing loyalty member engagement, activity, and satisfaction (e.g., tier-based benefits, bonus point events, exclusive offers).Design and manage the rewards catalog, point accrual rules, and redemption processes, ensuring a compelling and desirable value proposition for members.Collaborate with digital, operations, and product teams to integrate loyalty benefits seamlessly into the customer journey.Stay updated on regional loyalty ecosystems (e.g., Landmark’s Shukran, Alshaya’s Aura) to benchmark and innovate.Insight & Data-Driven Decision MakingLead campaign measurements and analysis to drive deep learnings and overall strategy. Should be well-versed with measuring incrementality of campaigns, A/B testing, basic forecasting.Translate complex datasets into actionable insights for leadership, clearly communicating implications and recommended actions.Understand and monitor metrics including CLV, churn, redemption, and campaign effectiveness.Creative & Cross-Functional InfluenceAct as a confident influencer, collaborating with stakeholders across marketing, operations, and central CRM/CDP teams.Brief creative teams to ensure messaging and design align with KFC’s brand tone — bold, playful, and customer-first.Ensure CRM communications balance insight-led targeting with brand storytelling.Build strong working relationships with global and regional CRM/CDP partners, sharing brand-specific learnings and adopting best practices.QualificationsBachelor's degree in marketing, Business, Data Analytics, or related field.4–6 years of hands-on experience in CRM, loyalty marketing, or customer lifecycle management.Arabic speaker required.Proficiency in analytics tools (e.g., Google Analytics, SQL) and CRM platforms (e.g.,Clevertap, Salesforce, Braze).Demonstrated ability to translate data into strategy (e.g., case studies showing improved retention/CLV).Experience briefing creative agencies and reviewing assets against brand guidelines.Strong project management skills; ability to juggle multiple campaigns and stakeholders.