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Senior Director, Customer Digital Experience

/ Senior Director, Customer Digital Experience
July 31, 2020 | rw-admin | Hospitality
Position Id: CHJ4527

Job Description:

Job Title:

Senior Director, Customer Digital Experience


The Senior Director, Customer Digital Experience will be the champion of the digital customer journey, leading the strategy and development of digital platforms, technologies and analytics aimed at elevating the overall customer experience. The Senior Director, Customer Digital Experience will partner with other leaders throughout the Company to identify technology opportunities and lead the creation of the digital roadmap, both short-term and long-term, by identifying how technology can improve the lives of customers and create value for our brand. This roadmap will range from optimization and refinement of digital media to online ordering and guest analytics/segmentation. He/she must have the vision to see the inter-connectedness of these platforms and technologies and connect the value to the organization and customer. He/she will leverage the website, mobile app, online ordering, third party delivery, loyalty/CRM, customer level analytics, digital media and digital content to create loyal, satisfied customers and a stronger, smarter organization. Working with the Marketing Team, the Senior Director, Customer Digital Experience will ensure that all programs align with the overall marketing strategy and related company initiatives while validating the effectiveness of driving customer traffic.

Job Duties:

• Collaborate with internal teams to support the national marketing calendar through digital channels.
• Lead partnerships and technology related to third party delivery and build a strategy that results in incremental traffic and profitability.
• Provide functional expertise and recommendations regarding the execution of digital marketing campaigns to improve the reach and enhance the effectiveness of marketing campaign content. Measure and report performance of all digital marketing campaigns against pre-determined objectives.
• Manage all digital agency partners and vendors.
• Consistently stay “ahead” of the curve as it relates to customer digital technology efforts.
• Work cross-functionally with Operations, IT, Culinary and other relevant stakeholders to deliver innovation in the digital customer experience.
• Understands the competitive landscape, market dynamics, consumer trends and voice of the customer.

Background Requirements:

• Bachelor’s Degree in Marketing or Business
• 10+ years in the combined areas of digital marketing, infrastructure, platforms or analytics with an application and exposure to marketing
• Experience playing a lead role within Marketing
• Track record of successfully applying non-traditional strategies to drive innovation
• Experience in the restaurant, retail or hospitality industries a plus
• Successful experience in a fast paced and dynamic organization
• Superior analytical and critical thinking skills, with ability to translate customer and business insights into an executable strategic plan
• Risk orientation with a sense of urgency
• Engaging and hospitable with a strong presence
• Business-oriented marketing executive with ability to provide innovative business solutions and strategies
• Able to temper marketing/digital advice with restaurant operating needs and keep an open mind to multiple opinions
• Excellent written and oral communications skills with the ability to create a business plan for innovation; ability to translate complex digital strategies for a lay audience
• Demonstrated experience taking complex and ambiguous issues/concepts and breaking them down in a manner that creates shared understanding of issues, options, actions or work to perform
• Has demonstrated credibility (garners respect, acts with integrity, keeps commitments), is proactive (has a point of view, challenges assumptions, takes initiative) and is a business thought partner (builds strong relationships, influences decisions and delivers results)
• Team player with excellent interpersonal/communication skills – up, down, and across the organization
• Ability to handle multiple tasks, balance priorities and meet competing tight deadlines
• Highly organized and self-motivated
• Ability and willingness to travel as needed

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