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Senior Digital Guest Director

1 month ago

Canton, United States CMB Staffing Solutions Full time

Job Description & Summary

The Sr. Director - Digital Guest Experience is responsible for defining and delivering the vision, roadmap, and KPIs for the end-to-end digital guest strategy at their client, inclusive of consumer facing digital solutions (e.g., app, kiosks, digital menu boards, etc.), the customer loyalty program, and customer communications through owned channels (e.g. email, push). In this role you will oversee 4-7 team members, responsible for driving digital sales via opportunities to achieve revenue targets, conversion goals, and a positive guest digital experience with a heavy focus within P&L management.


This role will serve as the digital and loyalty SME for client's to inform the business, franchisees, and critical stakeholders on digital and loyalty best practices, emerging trends, and competitor performance and will work with cross-functional teams in Marketing, Product Management, and Technology to prioritize and deliver against the strategy.


The position reports directly to the SVP - Digital Guest Experience and is based in greater Boston (hybrid.)


RESPONSIBILITIES

  • Develop the on and off premise strategy within the context of digital and owned channels, identifying growth and optimization opportunities
  • Contribute to the digital guest technology roadmap by defining core business problems that require technology support
  • Collect market intelligence on digital/loyalty trends across competitors to identify gaps and opportunities to improve capabilities
  • Partner with internal stakeholders and restaurant operations teams to capture requirements and capabilities required for critical business initiatives
  • Own the ongoing analysis of product solutions to identify and quantify improvement opportunities and downstream business impacts
  • Provide thought leadership and subject matter expertise for all digital and loyalty solutions
  • Define holistic marketing strategy for digital customers to drive activation, engagement, retention and incremental sales across digital channels
  • Partner with Analytics team to measure success of digital engagement, loyalty program health and marketing tactics; make improvements to increase customer engagement and lifetime value
  • Provide clear communication of digital, loyalty and owned marketing strategy and performance with internal stakeholders (leadership and franchisees)


EDUCATION & EXPERIENCE QUALIFICATIONS

  • 4 Year / bachelor’s degree
  • 10 years of e-commerce strategy, digital marketing, CRM and/or loyalty experience
  • A minimum of 5 years’ experience in the B2C ecommerce space (hospitality experience is a plus)


REQUIRED KNOWLEDGE, SKILLS or ABILITIES

  • Demonstrated people leadership skills proven in fostering a positive and productive working environment
  • Proven ability to influence decisions and drive change
  • Experience with ecommerce businesses and the high-level processes and technologies involved
  • Experience in CRM and/or loyalty space and managing complex initiatives
  • Demonstrated experience with analytical and critical thinking skills; ability to use data to break down complex problems and formulate plans
  • Availability to travel up to 10%