Digital Product Specialist (Web/Apps/CRM/OMS)

ABOUT KFC

Colonel Harland Sanders opened the first KFC in Corbin, Kentucky, in 1938. He started with one restaurant, 11 herbs and spices, and an idea. From there, our incredible brand and product grew to what it is today.  KFC is one of the five brands operated by our parent company, Yum! Along with Pizza Hut, Taco Bell, The Habit Burger Grill and recently added Heartstyles.

KFC first came to Vietnam in 1997 with our first restaurant in Super Bowl, Ho Chi Minh City. Today, we are the biggest business in the fast-food industry in Vietnam, with more than 200 restaurants run and 5,000 restaurant team members. The Restaurant Support Centre (RSC) is located at the Bluesky office, Tan Binh District – near Tan Son Nhat Airport.

POSITION SUMMARY

Role Title: Digital Product Specialist

Department: Digital & IT

Role Purpose:

The Digital Product Specialist role will support the execution of KFC Vietnam's digital product portfolio — spanning in-restaurant ordering systems, digital commerce, and loyalty programs. The Product Lead works closely with the IT Director, IT teams, and external vendors to translate business requirements into detailed specifications, coordinate delivery activities, and ensure digital products meet quality and operational standards. This is a hands-on, execution-focused role suited to someone with a strong analytical mindset and a passion for building impactful digital experiences in the F&B industry.

Key Responsibilities:

1.     Product Execution & Delivery:

·       Support the Product Manager in executing and maintaining the product roadmap across KFC Vietnam's digital product portfolio: Self-ordering Kiosk, Web & Mobile App, Loyalty & Membership, and Order Management System (OMS).

·       Draft detailed business requirements, functional specifications, and software requirement documents for assigned features and enhancements.

·       Coordinate with IT, development teams, and vendors to ensure requirements are clearly communicated, tracked, and delivered on schedule.

·       Monitor feature development progress, flag risks or blockers, and escalate to the Product Manager as needed

2. Business Analysis & Documentation

·       Analyze existing business processes and system workflows to identify gaps, inefficiencies, or improvement opportunities.

·       Conduct gap analyses and document findings with clear, actionable recommendations for review by the Product Manager.

·       Maintain up-to-date product documentation including user stories, process flows, and acceptance criteria.

·       Translate stakeholder inputs into structured user stories and contributes to backlog refinement and prioritization sessions

3. Stakeholder Coordination & Communication

·       Act as a liaison between business users and technical teams to clarify requirements and resolve day-to-day product queries.

·       Facilitate UAT (User Acceptance Testing) sessions, document test results, and track resolution of identified defects.

·       Support change management activities by preparing training materials, release notes, and internal communications for new features.

4. Market & Product Insight

·       Conduct market research and competitive benchmarking to identify relevant trends in F&B retail, e-commerce, and digital ordering.

·       Gather and analyze user feedback, operational data, and product performance metrics to inform improvement recommendations.

·       Maintain awareness of emerging tools, technologies, and best practices applicable to KFC Vietnam's digital ecosystem.

5. Other Responsibilities: Perform other duties and responsibilities as assigned by the Line Manager.

Professional Skills:

·       Bachelor's degree in Business, IT, Computer Science, or a related field.

·       1–3 years of experience in a product, business analyst, or digital operations role; experience in F&B retail or e-commerce is a plus.

·       Strong analytical and problem-solving skills with attention to detail.

·       Ability to write clear, structured business and functional requirement documents.

·       Familiarity with project management or collaboration tools (e.g., Jira, Confluence, Trello) is an advantage.

·       Basic familiarity with Agile/Scrum methodology and software development lifecycle (SDLC).

·       Exposure to digital product environments (e-commerce, mobile apps, POS/OMS systems, or loyalty platforms) is preferred.

·       Working knowledge of AI tools and basic automation concepts applicable to digital product workflows.

Key Experiences:

·       Good communication and interpersonal skills; comfortable working across technical and non-technical teams.

KFC Vietnam is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

• Disclaimer: This job description may not be a complete description of all the jobs and may be changed from time to time at the discretion of the management. It is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.
• Note: In addition to the primary responsibilities outlined in this Job Description, you shall coordinate with your Line Manager to define, agree upon, and execute work objectives and KPIs from time to time, in alignment with your job title, scope of work, and the Company's operational requirements.