Head of Digital Transformation & Innovation
Location: London (Hybrid with regular site visits)
Salary: Up to £70,000 + Bonus + Excellent Benefits
A fantastic opportunity has arisen for an experienced digital leader to join a fast growing, experience led hospitality business in a newly created senior leadership role.
We're looking for someone who is passionate about digital innovation, technology and customer experience, with the vision to shape and deliver a digital strategy that enhances the guest journey, drives commercial performance and supports business growth. This is a unique opportunity to sit at the heart of the business, working closely with Marketing, Operations, Sales and the Senior Leadership Team to identify new technologies, improve customer engagement and lead digital transformation across a growing multi-site hospitality portfolio.
The Role
You will take ownership of the organisation's digital ecosystem, customer loyalty programme, CRM strategy and marketing technology, while identifying opportunities to leverage AI, automation and data to improve the guest experience and drive commercial results. You also play a key role in new venue openings, innovation projects and the development of future digital products, ensuring the business remains at the forefront of hospitality innovation.
Key Responsibilities
- Develop and deliver the digital transformation and innovation strategy
- Lead the digital guest experience across multiple customer touchpoints
- Own the CRM and loyalty strategy, driving customer acquisition, engagement and retention
- Identify opportunities to improve performance through AI, automation and emerging technologies
- Lead digital innovation projects from concept through to implementation
- Optimise marketing technology, customer data and digital platforms
- Work closely with Operations, Sales and Marketing to improve commercial performance
- Build strong relationships with external technology partners and agencies
- Monitor digital performance, customer insights and KPIs to inform business decisions
- Present recommendations and innovation strategies to senior stakeholders
Experience
- Proven experience in a senior digital, CRM, loyalty, customer experience or innovation role
- Experience within hospitality, leisure, retail or another consumer-facing multi-site business
- Strong knowledge of CRM, customer lifecycle marketing and loyalty programmes
- Experience leading digital transformation or business improvement projects
- A passion for technology, AI, digital innovation and emerging consumer trends
- Strong commercial acumen with the ability to use customer insight and data to drive decisions
- Excellent stakeholder management skills with experience influencing senior leaders
- Experience managing agencies, suppliers and cross functional projects