Customer Program Manager

KFC•Plano, TX

1d•Onsite

About The Position

We are seeking a strategic and execution-focused leader to drive end-to-end program management for CRM and Loyalty initiatives across Pizza Hut’s digital ecosystem. This role connects CRM & Loyalty Strategy, Martech, Product, Engineering, Creative, and external partners to ensure seamless execution from concept through launch. By aligning cross-functional teams, managing dependencies, and accelerating delivery, this role enables connected customer journeys, loyalty growth, and personalization at scale. While contributing input into program execution and optimization, the primary focus is on delivering high-quality, efficient execution rather than owning long-term strategy.

Requirements

8–10+ years experience in program management, marketing operations, product operations, or digital strategy
Experience working across CRM, Martech, Product, Engineering, Creative, and external partners
Strong understanding of customer lifecycle marketing, loyalty programs, personalization, and Martech ecosystems
Proven ability to manage complex, cross-functional initiatives in fast-paced, ambiguous environments
Strong problem-solving, organizational, and prioritization skills
Ability to influence without direct authority and communicate across levels
Strong documentation skills (BRDs, roadmaps, business cases)
You will be required to attend the Plano, TX office 3 days a week on Tuesday, Wednesday and Thursday

Responsibilities

Own intake, scoping, and end-to-end delivery of CRM & Loyalty initiatives, translating strategy into clear workstreams, timelines, and ownership
Drive alignment across Product, Engineering, Martech, Creative, and Operations to ensure coordinated, on-time execution
Identify dependencies, manage risks, and proactively resolve blockers across multiple workstreams
Partner with Martech, Product, and Engineering to define, document, and prioritize requirements (e.g., segmentation, audiences, data integrations, automation)
Ensure readiness for development, including clear documentation (BRDs, epics, acceptance criteria), testing, and deployment coordination
Align creative development (email, push/SMS, in-app, web/app) with campaign and product timelines to support successful launches
Collaborate regularly (weekly to biweekly) with external partners (e.g., Bain, Deloitte, Marigold, Braze) to ensure alignment, execution progress, and issue resolution
Primarily engage with cross-functional peers while effectively communicating updates, risks, and escalations to senior leadership as needed
Act as a key problem solver in ambiguous situations, proactively identifying gaps and driving solutions with broad cross-functional impact
Establish and refine scalable processes, SLAs, and repeatable toolkits to improve speed, coordination, and execution quality
Continuously identify opportunities to improve workflows, reduce time-to-market, and enhance delivery consistency