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Digital Transformation & Innovation Lead
Full-time
Digital Transformation & Innovation Lead
Experience-led hospitality business
Central London
Working week: typically 4 days in the business with 1 day working from home each week
Technology is transforming hospitality faster than ever before.
We're partnering with an ambitious, experience-led hospitality business that is investing in digital innovation, customer experience and commercial growth.
As the organisation continues to evolve, they are looking to appoint a Digital Transformation & Innovation Lead to help drive the next chapter of their digital journey.
This is an opportunity to work at the intersection of technology, hospitality, customer experience and commercial performance, helping shape how guests interact with the brand while identifying smarter ways to improve engagement and effectiveness across the business.
Working closely with senior leadership and teams across the organisation, you'll take a leading role across the digital guest journey, CRM and loyalty, customer data, digital projects and innovation initiatives.
This is a role for someone who can combine ideas with delivery: identifying opportunities, building the case for change and then working collaboratively to make them happen.
If you're naturally curious, commercially minded and passionate about where hospitality is heading next, this is an exciting opportunity to broaden your remit and make a visible impact.
Hospitality, leisure, retail or consumer-facing experience essential, ideally in a start-up or small business.
The role
You'll help drive the evolution of the organisation's digital guest experience while identifying emerging technologies, hospitality trends and smarter ways of working that improve customer engagement and operational performance.
From CRM and loyalty through to AI, automation, customer insight and digital products, you'll lead and support projects that create meaningful improvements for guests, teams and the wider business.
You'll work collaboratively across Marketing, Operations, Sales, Finance, Property and People, bringing together stakeholders and turning ideas and opportunities into practical, commercially relevant solutions.
This is a hands-on role where you'll be expected to get into the detail, understand what's working, identify what could be better and help deliver the change.
Key responsibilities
Help shape and continually improve the end-to-end digital guest journey across customer touchpoints.
Develop and deliver digital transformation initiatives and priorities across the business.
Drive the CRM and loyalty strategy, supporting acquisition, engagement, retention and lifetime value.
Use customer insight and behavioural data to identify opportunities and inform marketing, commercial and operational decisions.
Identify practical opportunities to improve guest experience and business performance through technology, AI and automation.
Lead digital and innovation projects from initial idea and business case through to implementation.
Keep ahead of emerging hospitality, food, technology and consumer trends, bringing relevant ideas and opportunities into the business.
Partner with venue teams and internal stakeholders to improve digital capability and adoption.
Manage relationships with digital platforms, technology suppliers and agency partners.
Develop reporting, KPIs and performance dashboards that demonstrate commercial impact.
Support the wider marketing function through improvements in marketing technology, customer journeys and campaign effectiveness.
Build compelling recommendations and business cases for digital and innovation initiatives.
About you
You'll be someone who naturally spots opportunities, asks questions and enjoys finding better ways of doing things.
You'll combine strategic thinking with hands-on delivery and be comfortable moving between customer journeys, digital platforms, loyalty programmes, AI, data, commercial performance and operational challenges.
You may currently be a Senior Digital Manager, Digital Transformation Manager, CRM & Loyalty Lead, Digital Product Lead or similar, and be ready for a broader role with greater ownership and exposure.
We're interested in people who have
Strong experience within digital, CRM, loyalty, digital product, innovation or customer experience.
Hospitality, leisure, retail or consumer-facing experience where the customer or guest journey has been important.
Commercial awareness and an understanding of how digital initiatives can influence revenue, engagement and customer behaviour.
Experience delivering cross-functional digital or transformation projects.
A strong understanding of CRM, customer lifecycle marketing and loyalty.
Confidence using customer insight and data to identify opportunities and support decisions.
Experience working with agencies, technology partners or third-party suppliers.
Strong stakeholder management skills and the ability to bring people with you.
The ability to move comfortably between strategy and hands-on execution.
A genuine passion and 'finger on the pulse' for hospitality, food, consumer behaviour and emerging trends.
Curiosity, creativity and a desire to continually improve how businesses operate.
What success looks like
Success in this role won't simply be measured by delivering projects; it will be measured by the impact those projects have on the business. You'll have:
Helped establish and deliver a clear digital transformation roadmap with measurable commercial outcomes.
Enhanced the digital guest journey across key customer touchpoints.
Increased CRM engagement, loyalty participation and customer retention.
Improved guest frequency, spend and lifetime value through data-led initiatives.
Identified and implemented technologies, AI solutions and automation that improve efficiency or customer experience.
Delivered digital and innovation projects effectively, with strong stakeholder engagement.
Strengthened reporting, insight and marketing technology capabilities across the business.
Built strong cross-functional relationships and encouraged greater adoption of digital thinking across teams.
Helped the business stay ahead of emerging digital and hospitality trends.
Why apply?
This is a rare opportunity to join an ambitious hospitality business at an exciting stage of its growth.
You'll have real ownership and visibility, with the opportunity to influence how technology, customer experience and innovation develop across the organisation.
Importantly, this is a role for someone who wants to build on their existing digital expertise and step into a broader transformation and innovation remit, rather than some
