Head of eCommerce

KFC Latin America & Caribbean is seeking a dynamic and strategic Head of eCommerce to lead the end-to-end customer experience across digital touchpoints. This leader will be accountable for driving digital growth and innovation in partnership with franchisees across 38 markets. The scope includes eCommerce platforms (web/app/self-service kiosks), CRM, Loyalty and 3rd Party Delivery Aggregators. Given the variety of digital platforms and providers used by our franchisees, this role requires someone skilled at navigating and aligning diverse digital ecosystems to ensure consistent brand experience and customer value.

A highly collaborative and influential position, ideally suited for a digital-savvy leader with deep experience in cross-functional environments and multi-market operations. This role will act as key liaison between KFC Global Digital Strategies and Mar-Tech, ensuring they are effectively customized and implemented by LA&C Region to drive digital growth 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.

Digital Strategy & Execution

Define and lead the regional digital roadmap, aligning it with brand and commercial priorities. Ensure high-quality, consistent customer experiences across all digital platforms.

Franchisee Engagement

Serve as a trusted advisor to franchise partners. Influence and align them on digital strategies, tools, and best practices to drive adoption and performance—while respecting market-specific digital infrastructures.

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.

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• 10+ years of experience in digital strategy, eCommerce, or customer experience roles.
  
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• Experience in the Quick Service Restaurant (QSR) or franchise-led industries strongly preferred.
  
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• Proven success working in multi-country environments, ideally in Latin America and the Caribbean.
  
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• Comfortable working across multiple technology stacks and digital partners.
  
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• Strong franchisee relationship management and influencing skills.
  
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• Demonstrated ability to lead cross-functional initiatives and scale digital programs across markets.
  
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• English required, fluency in Spanish preferred, and Portuguese is a strong plus.
  
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• Strong understanding of digital marketing, CX, product management, and consumer behavior.
  
  

Key Competencies

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• Strategic Thinking: Ability to translate big-picture vision into actionable plans.
  
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• Influence & Collaboration: Skilled at building trust and consensus in matrixed environments.
  
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• Customer-Centric Mindset: Passion for delivering seamless and valuable experiences to consumers.
  
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• Digital Acumen: Strong grasp of technology, data, and modern digital tools and trends.
  
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• Adaptability: Comfortable navigating complexity, ambiguity, and varied technical landscapes.
  
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• 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.