W're really excited to be partnering with a much-loved global hospitality brand, operating a growing estate across the UK and Europe. The business has grown on word of mouth, but now it’s building a proper marketing function for the first time, with a major sports partnership, a rewards programme and a busy pipeline of launches all moving at once!
This is a newly shaped senior role in a restructured Marketing team. It reports to the Head of Brand and sits alongside senior brand/campaign and social leads. You’ll own the full digital customer journey across the UK and the European markets: website, rewards, CRM, kiosks, click & collect and delivery. To be clear, this is not a social or paid media role. That sits elsewhere in the team. This role is technical, process-driven and hands-on. It suits someone who wants to build the emails, tag the artwork and fix the journey themselves, not hand it to an agency.
The environment is fast-paced, agile and startup-like, with some legacy to untangle along the way. It’s not for everyone. For the right person it’s a rare chance to shape a digital customer experience and grow fast in the process.
The Role
- Own the end-to-end digital customer journey across every customer touchpoint, from website and app to kiosks, digital menu boards, click & collect, delivery and drive-thru.
- Own the rewards programme’s strategy, roadmap and performance, driving member growth, engagement and visit frequency.
- Lead lifecycle and retention activity across email, SMS and loyalty channels, including segmentation and building campaigns yourself.
- Define and deliver the digital experience roadmap, partnering with IT and external technology providers on platform improvements and new functionality.
- Make sure the digital experience is consistent across all markets and store formats.
- Support menu launches, promotions, new store openings and digital innovation projects with Commercial, Operations and Customer Service.
- Keep the website up to date and accurate, including landing pages, allergen information and campaign content.
- Track digital performance, customer behaviour and loyalty metrics, and turn the insight into action.
- Manage and develop a Digital Marketing Executive.
What You'll Bring
- Strong hands-on experience in digital customer experience or digital product management, CRM or loyalty
- A track record of managing customer journeys across multiple digital touchpoints, ideally including in-store tech such as kiosks or order-ahead.
- A deep understanding of loyalty programmes and lifecycle marketing, plus the technical confidence to build and run campaigns yourself.
- Experience working with IT teams and platform providers, and the ability to pick up new systems quickly.
- A background in QSR, hospitality, leisure, travel or multi-site retail, ideally in a lean business where you covered a broad remit with limited resource.
- A process-driven, detail-focused approach that holds up in a busy, changing environment.
- A positive, resilient attitude: you’re energised by building things, not frustrated by imperfection.
- Please note: a social or paid-media-led background won’t suit this role.
Location & Workplace Policy
- West London
- Hybrid working, 3 days in the office
Salary & Benefits
- Pension, private medical, enhanced parental leaves, long service awards, electric car scheme and lots of other great perks and discounts!
Major Players are the UK’s leading digital, marketing, and creative talent agency, and over the last 30 years we’ve consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees.
We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law. For further information about our DE&I commitments, please visit: www.majorplayers.co.uk/diversity-equity-inclusion/
Senior Digital Marketing Manager employer: Major Players | B Corp™
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