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Head of Digital Transformation and Innovation
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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 organization's digital ecosystem, customer loyalty program, CRM strategy, and marketing technology, while identifying opportunities to leverage AI, automation, and data to improve the guest experience and drive commercial results. You will 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.
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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
- Optimize 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
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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 programs
- 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
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