Job Description
KFC Latin America & Caribbean is seeking a dynamic and strategic Head of eCommerce to lead the end-to-end customer experience acrossdigitaltouchpoints. This leader will be accountable for drivingdigitalgrowth and innovation in partnership with franchisees across 38 markets. The scope includeseCommerce platforms (web/app/self-service kiosks), CRM, Loyalty and 3 rd Party Delivery Aggregators. Given the variety ofdigitalplatforms and providersused by our franchisees, this role requires someone skilled at navigating and aligningdiversedigitalecosystemsto ensure consistent brand experience and customer value.
A highly collaborative and influential position, ideally suited for adigital-savvy leader with deep experience in cross-functional environments and multi-market operations. This role will act as key liaison between KFC GlobalDigitalStrategies and Mar-Tech, ensuring they are effectively customized and implemented by LA&C Regionto drivedigitalgrowth and innovation in partnership with franchisees across 38 markets and KFC LA&C Marketing Leads to ensure Marketing Plans are inclusive of the Digital Growth Agenda.
The position is based in Fort Lauderdale, Florida, and requires approximately 30% travel, including both international and domestic travel.
Responsibilities
Digital Strategy & Execution:
Define and lead the regionaldigitalroadmap, aligning it with brand and commercial priorities. Ensure high-quality, consistent customer experiences across alldigitalplatforms.
Franchisee Engagement:
Serve as a trusted advisor to franchise partners. Influence and align them ondigitalstrategies, tools, and best practices to drive adoption and performance—while respecting market-specificdigitalinfrastructures.
Product & Experience Leadership:
Oversee and enhance the user experience across mobile app , kiosks, delivery platforms, and e-commerce, in coordination with varied local technology partners and vendors.
CRM & Loyalty:
Develop and scale CRM initiatives and loyalty programs to drive customer engagement and frequency, with flexibility to adapt across different franchise systems.
Performance Optimization:
Monitor KPIs (conversion, retention, sales, etc.), analyze customer behavior, and drive continuous improvements through data-driven decision-making.
Team Leadership:
Manage, coach, and develop a team of two. Foster a collaborative, agile, and innovative culture.
Qualifications
10+ yearsof experience indigitalstrategy, eCommerce, or customer experience roles.
Experience in theQuick Service Restaurant (QSR)orfranchise-ledindustries strongly preferred.
Proven success working inmulti-country environments, ideally in Latin America and the Caribbean.
Comfortable working acrossmultiple technology stacks anddigitalpartners.
Strongfranchisee relationship managementand influencing skills.
Demonstrated ability to lead cross-functional initiatives and scaledigitalprograms across markets.
English required, fluency inSpanishpreferred, and Portuguese is a strong plus.
Strong understanding ofdigitalmarketing, CX, product management, and consumer behavior.
Strategic Thinking:Ability to translate big-picture vision into actionable plans.
Influence & Collaboration:Skilled at building trust and consensus in matrixed environments.
Customer-Centric Mindset:Passion for delivering seamless and valuable experiences to consumers.
DigitalAcumen:Strong grasp of technology, data, and moderndigitaltools and trends.
Adaptability:Comfortable navigating complexity, ambiguity, and varied technical landscapes.
Leadership:Inspiring manager who fosters talent development and accountability.
Salary Range: $142,500 to $210,360 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.
Job Info
- Job Identification 4527
- Posting Date 01/08/2026, 01:34 AM
- Job Schedule Full time
- Locations Fort Lauderdale, FL, United States (On-site)