Manager, Digital Loyalty

KFC • Plano, TX

11h • Hybrid

About The Position

Who is Taco Bell? Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone’s favorite Crunchy Tacos on the West Coast to a global brand with 7,500+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We’re not only the largest Mexican-inspired quick service brand (QSR) in the world, we’re also part of the biggest restaurant group in the world: Yum! Brands . Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn’t been done before… we will continue to be inclusive, bold, challenge the status quo and push industry boundaries. We’re a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we’re at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más. At Taco Bell, we’re Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below. About the Job: As the Loyalty Journey Lead, you will be responsible for accelerating the growth of Taco Bell Rewards by identifying and solving barriers across the customer lifecycle. From acquisition and onboarding to ongoing engagement and re-engagement, you will lead a cross-functional squad focused on rapidly turning customer insights and business opportunities into testable ideas, learning what works, and scaling successful solutions. Sitting at the intersection of marketing, digital product, technology, analytics, operations, and customer experience, you will lead a sprint-based test-and-learn approach that brings together the right partners to solve high-value customer and business problems. You will own the journey roadmap and experimentation backlog, prioritize opportunities based on customer impact and business value, and guide initiatives from problem definition and ideation through testing, measurement, and scaled deployment. This role requires someone who can combine customer obsession, growth marketing, strategic thinking, analytics, and agile ways of working. You will be equally comfortable digging into customer behavior to identify friction, facilitating an ideation session with a cross-functional team, defining a test hypothesis, and translating results into a recommendation for senior leaders. This role reports directly to the Head of Loyalty and will play a critical role in advancing one of Taco Bell's most important growth priorities.

Requirements

• 5-7+ years of experience in growth marketing, lifecycle marketing, CRM, loyalty, digital product, customer experience, or related roles, ideally within QSR, retail, DTC, consumer technology, or another high-frequency consumer business.
• Growth Mindset: You naturally look for opportunities to improve customer behavior and business performance and know how to translate a broad challenge into a focused hypothesis that can be tested.
• Customer Obsessed: You use quantitative and qualitative customer insights to understand friction, uncover unmet needs, and design better experiences across the customer lifecycle.
• Test-and-Learn Oriented: You are comfortable experimenting, learning quickly, adapting based on results, and recognizing that a well-designed test can create value even when the original hypothesis is not proven.
• Strategic + Analytical: You can connect individual experiments to a broader growth strategy and use data to prioritize opportunities, evaluate results, and make fact-based recommendations.
• Cross-Functional Leader: You have demonstrated the ability to lead multidisciplinary teams and influence partners across marketing, product, technology, analytics, operations, media, and creative without relying on direct authority.
• Agile Operator: You have experience working with agile methodologies, sprint teams, experimentation roadmaps, or similar iterative ways of working. Experience managing and prioritizing a backlog is preferred.
• Digital Fluency: You understand digital customer ecosystems and how channels such as app, web, email, push, SMS, paid media, and in-restaurant experiences can work together to influence customer behavior.
• Strong Communicator: You can simplify complex problems, facilitate productive cross-functional discussions, and translate test results into clear recommendations for both working teams and senior leadership.
• Bachelor's degree or equivalent work experience; advanced degree a plus.

Responsibilities

• Lead a cross-functional Loyalty Growth Squad, bringing together partners across Marketing, Digital Product, Technology, Analytics, Operations, Media, CRM, and other functions to rapidly solve customer and business challenges.
• Build and manage a robust experimentation backlog, translating customer insights, behavioral data, business priorities, and team ideas into clearly defined hypotheses and test-and-learn opportunities across the loyalty customer journey.
• Lead sprint planning and prioritization, aligning the squad around the problems to solve, tests to execute, expected outcomes, resource requirements, and measures of success.
• Apply customer analytics and journey insights to identify friction points, unmet needs, behavioral opportunities, and high-value customer segments that can inform future tests and capabilities.
• Define clear test hypotheses, KPIs, and measurement plans in partnership with Analytics, ensuring each experiment generates actionable learning and can demonstrate customer and business impact.
• Turn successful tests into scalable growth programs, partnering with the appropriate marketing, product, technology, and operational teams to move proven concepts from experimentation into sustained capabilities or experiences.
• Lead product and experience discovery where new capabilities are required, clearly defining the customer problem, business opportunity, requirements, and desired outcomes for inclusion in broader product and technology roadmaps.
• Champion agile and test-and-learn ways of working, helping the broader Loyalty organization increase its speed from insight to action while balancing speed, feasibility, customer experience, and business impact.
• Create visibility into squad performance and learning, regularly communicating the experimentation pipeline, results, key learnings, business impact, and recommended next actions to the Head of Loyalty and cross-functional stakeholders.
• Build strong partnerships across Taco Bell and Yum!, influencing teams without direct authority and creating alignment around shared customer and business outcomes.

Benefits

• Onsite childcare through Bright Horizons
• Onsite dining center and game room (yes, there is a Taco Bell inside the building)
• Onsite dry cleaning, laundry services, carwash
• Onsite gym with fitness classes and personal trainer sessions
• Up to 4 weeks of vacation per year plus holidays and time off for volunteering
• Generous parental leave for all new parents and adoption assistance program
• 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care
• Discounts, free food, swag

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level