Digital Operations and Enhancement Specialist - Johannesburg
KFC South Africa
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. 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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