Digital Change Manager - KFC

Your focus will be on driving cultural change, ensuring seamless integration of digital solutions, and optimizing the digital customer experience. As a change agent, you will work closely with cross-functional teams and stakeholders to achieve the following successful digital change outcomes:

• Program Plans
• Project Status
• Key Meeting Agendas and follow-ups
• Roadmap using the project prioritisation method introduced
• Vendor RFP assessments
• Portfolio Capacity Management
• Change Management
• Training & Operationalization
• Release Management (Go/No-Go)

Key Responsibilities:

• Develop Change Management Plan and manage cadences for updates /  steering committee meetings etc for New digital projects, Channel Support and restaurant tech
• Align program plans with the stakeholders and ensure the projects go-live timelines are met
• Identify key stakeholders for all workstreams
• Agree on the format/template of reporting and the scheduling with KFC

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• Schedule project update meetings and steering committee
• Work with each workstream to get project updates and highlight any program risks 
• Working closely with Operations and Digital to ensure new project implementation, capacity management, RSC Change Management and Staff Training to reach and ensure the business goal of 100% Digital by 2026 which includes the following eCom landscape:
  • Own Channel Delivery: Orders captured through the owned web, app or chat, whether the last mile is serviced through the owned or 3P fleet
  • Aggregator Delivery: Orders captured and delivered through aggregators
  • Channel Click and Collect: Order captured through the owned web, app or chat; picked up in restauranst, drive thru, curbside, etc
  • Kiosk
  • Drive-thru: Drive-thru with unique customer identifier capture or dynamic DMB offering personalization/upsell, or voice AI on the speaker box
  • Front Counter: With unique customer identifier capture
• Digital transformation strategy:
  • Collaborate with senior management to define the digital transformation strategy and objectives for KFC Africa
  • Develop a clear roadmap for implementing digital initiatives, considering the organization's overall goals and vision
• Change management planning:
  • Assess the impact of digital initiatives on the organization, employees, and customers
  • Develop comprehensive change management plans, including communication strategies, training programs, and stakeholder engagement activities
• Stakeholder Engagement:
  • Identify and engage key stakeholders, including leadership teams, department heads, and employees, to gain buy-in and support for digital change initiatives
  • Communicate the benefits and importance of digital transformation, addressing concerns and resistance effectively
• Change Communication:
  • Develop and deliver clear and consistent communication materials to keep stakeholders informed of digital changes, updates, and progress
  • Create communication plans that target different audience groups and channels
• Training and Development:
  • Design and implement training programs to equip employees with the necessary skills and knowledge to embrace and effectively use digital technologies
  • Provide ongoing support to ensure successful adoption and proficiency
• Change Readiness and Adoption:
  • Monitor the readiness and adoption of digital changes, collecting feedback and data to assess the effectiveness of change management efforts
  • Identify areas for improvement and make necessary adjustments to ensure successful outcomes
• Cultural Transformation:
  • Foster a culture of digital innovation, collaboration, and continuous improvement throughout the organization
  • Lead by example in embracing digital technologies and encouraging a digital-first mindset
• Risk Management
  • Identify potential risks and challenges related to digital change implementation and proactively develop risk mitigation strategies
  • Manage the full Go / No Go Calendar and Cycle and chair the meeting with the CDO, COO, CTO 

Stakeholders

• All Key ideas and core decisions to be consulted with the COO, CDO, CTO and the Head of Product Delivery and Support. However on a day to day the interaction could include KFC Africa Staff, Senior management and Leadership; Franchisees; Product Manager; Operations Manager/Specialist; Delivery Excellence Manager; BI Manager; Marketing team; IT team, H/W and S/W vendors, Technology/Digital vendors; Yum!/YRI global teams; Digital and Marketing Agencies

Working Model

• Work from home is possible however 70% should be on site as we stabilise the teams

Requirements:

Experience

A minimum of 8 years of experience in the following project management capabilities:

• Scope Management
  • Scope and Document Accordingly
  • Define Change Control Approach
  • Monitor and Manage Change
• Quality Management
  • Develop Quality Plan
  • Define Inspection Plan
  • Conduct Reviews
  • Management Capabilities
  • Monitor and Confirm Quality
• Cost Management
  • Develop Budget Models
  • Plan Project Resource Allocation
  • Manage Contract
  • Monitor Actual vs. Planned Spending
• Stakeholder Management
  • Identify Stakeholders
  • Develop Engagement Plan
  • Conduct Communications with Stakeholders
• Risk and Issue Management
  • Identify Risks and Issues
  • Analyze Impact
  • Quantify and Qualify
  • Mitigate Risks and Address Issues
• Time Management
  • Define Schedule Management Process Integrate all Schedules
  • Identify Deviations and Actions Revise Status Periodically

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Knowledge and Skills

• Value enabler
• Proactive digital change management
• Goes beyond simple project management and delves into the world of uncovering unknowns and driving outcomes
  • Connecting the Dots across the Enterprise
  • Supporting Issue Resolution
  • Change Capability
  • Uncovering Unknowns
  • Introducing Consistency
  • Managing Delivery Volatility
  • Driving Outcomes
• Enabling the business to meet strategic objectives and yield targeted outcomes
  • Digital Change Management through the BU PMO and business
  • Focused Change Tools
    • Scope
    • Time
    • Cost
    • Quality
    • Documentation
    • Knowledge
    • Resources Procurement
    • Communication
    • Risks