KFC Malaysia is looking for a commercially driven Digital Product Owner Manager to lead the evolution of our omnichannel digital ecosystem across our Mobile App, Website, and Self-Service Kiosks (SSK).
In this high-impact role, you will own the digital product roadmap and customer experience across KFC's owned digital platforms, driving user growth, customer loyalty, digital sales, and innovation through data-driven product strategies.
Digital Product Strategy & Customer Experience
- Define and own the product vision and roadmap for KFC's App, Website, and Self-Service Kiosks.
- Deliver seamless and consistent omnichannel customer experiences.
- Lead UI/UX optimisation initiatives to improve usability, accessibility, conversion, and customer satisfaction.
- Analyse customer journeys and identify opportunities to improve browsing, ordering, payment, loyalty, and post-purchase experiences.
Growth, Ecommerce & Loyalty
- Drive customer acquisition, activation, engagement, retention, and reactivation.
- Increase digital sales, transaction volume, purchase frequency, and customer lifetime value.
- Collaborate with Marketing and CRM teams to enhance loyalty programmes and personalised customer experiences.
- Optimise digital merchandising, promotions, and menu architecture.
Product Delivery & Technology
- Manage end-to-end digital product delivery using Agile methodologies.
- Translate business requirements into user stories and functional specifications.
- Lead sprint planning, backlog prioritisation, UAT, release management, and product launches.
- Work closely with Technology teams and external partners to deliver scalable and reliable digital solutions.
Analytics & Innovation
- Champion data-driven decision making through analytics, experimentation, and A/B testing.
- Monitor KPIs and identify opportunities for growth and optimisation.
- Evaluate AI, automation, and emerging technologies to enhance customer and business outcomes.
Stakeholder & Vendor Management
- Partner cross-functionally with Product, Marketing, CRM, Operations, and Technology teams.
- Manage relationships with technology vendors and digital delivery partners.
- Ensure service quality and compliance with agreed SLAs.
Job Requirement:
- Degree or MBA in Business, Marketing, Engineering, Information Technology, Computer Science, or related disciplines.
- Scrum certification is an added advantage.
- 7-10 years of experience in Digital Product Management, Ecommerce, Digital Transformation, or related fields.
- Proven experience managing customer-facing Apps and Websites within retail, QSR, ecommerce, FMCG, or telecommunications industries.
- Strong experience working across Product, Technology, Marketing, CRM, and Operations functions.
- Experience managing external technology vendors and digital delivery partners.
Technical & Analytical Skills
- Hands-on experience with:
- Google Analytics 4 / GA360
- Branch or App Analytics platforms
- Google Tag Manager
- Power BI or equivalent analytics tools
- Jira and Confluence
- Understanding of CRM ecosystems, loyalty programmes, customer data platforms, and omnichannel commerce.
- Familiarity with AI-enabled tools and automation solutions is a plus.
Leadership & Commercial Acumen
- Strong stakeholder management and cross-functional collaboration skills.
- Ability to balance customer experience with commercial performance.
- Excellent planning, communication, and organisational capabilities.
