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Head of Digital Transformation & Innovation
Full-time
An experience-led hospitality business is appointing a Head of Digital Transformation & Innovation to lead the next chapter of its digital journey, sitting at the intersection of technology, customer experience and commercial strategy. You will own the digital ecosystem, CRM and loyalty strategy, customer data, digital transformation projects and innovation roadmap, ensuring technology enhances the guest experience.
Key responsibilities
Own the end-to-end digital guest journey, continually improving every customer touchpoint.
Develop and deliver the digital transformation roadmap across the business.
Lead the CRM and loyalty strategy, driving acquisition, engagement, retention and lifetime value.
Identify opportunities to improve guest experience through technology, AI and automation.
Lead innovation projects from concept through to implementation.
Use customer insight and behavioural data to shape marketing, commercial and operational decisions.
About you
Significant experience in a senior digital, CRM, loyalty, innovation or marketing leadership role.
Hospitality, leisure, retail or consumer-facing experience where guest experience has been central.
Excellent understanding of CRM, customer lifecycle marketing and loyalty programmes.
Strong analytical skills and confidence using customer data to drive decisions.
