Head of Digital and Customer Loyalty in London

With over 60 years of history, Pizza Hut has become the world's largest pizza company, with 18,000+ stores across 100 countries. We're proud to be an International Operating Market of nearly 1,300 Pizza Huts across the UK, Ireland, France and Canada. At Pizza Hut, our North Star is to be the top pizza choice, bringing people together through the joy of pizza. We're passionate about delivering extraordinary experiences to our beloved customers, keeping our team members happy, and collaborating with our franchisees who operate across 500 Delivery and Dine-In Pizza Huts in the UK and Ireland.

Over the last two years we have delivered significant digital change, we migrated our customer base, re-platformed our ordering website and launched a new app. We launched new dough, launched our new brand look & feel and have just re-launched our Loyalty programme. We're not stopping there; over the next year we have big ambitions to continue improving our experience across both the delivery and dine in estate.

We’re looking for a data driven, customer centric Head of Digital & Customer Loyalty. Someone who likes to think outside the box, think omni-channel, be passionate about personalised experiences across digital, love reporting and storytelling, be passionate about data driven merchandising and paid media, and want to deliver continuous improvement across our physical and digital landscape (dine in and takeaway) to ensure customers get best-in‑class digital experiences.

• Lead the UK digital business and advise for the FR & DE markets, overseeing Digital Marketing, Paid Media, Ecommerce, CRM and Loyalty and Aggregator channels, as well as all digital analytics and customer reporting.
• Transforming the consumer journey through excellent execution and strategic initiatives.
• Collaborate with the global digital team to inform and prioritise the continuous improvement roadmap for the web & app, with the goal of improving CVR and AOV.
• Work with Media & Affiliate agencies to define and execute the digital media strategy, growing active customers and driving more customers to the website & app.
• Lead the CRM & Loyalty channel, overseeing all emails, push notifications and SMS sends across trade and trigger comms.
• Collaborate with Digitech team to ensure continuous improvement and utilisation of Martech stack to deliver improved retention and frequency.
• Accelerate the growth of the aggregator business, working with Uber, Deliveroo and Just Eat to improve the experience, define the value proposition and maintain media activity.
• Lead all digital and customer reporting, delivering weekly and monthly reporting with insights and recommendations.
• Collaborating with all teams across the UK & International Operating Markets (IOM), as well as global partners across the Yum! Group.
• Building strong relationships with franchisees, working closely with relevant board members to align on strategy, the roadmap and execution plans.

• UK Digital team
• UK Integrated Marketing team
• IOM support centre teams
• Global teams including Pizza Hut Digital, Brand and Marketing
• Franchise partners
• Agencies & third party suppliers

This role is based out of our Restaurant Support Centre in Central London, a minimum of 2 days per week in the RSC is required. As Pizza Hut is a franchise business, you may be required to attend franchisee offices, and other locations from time to time. There will be events throughout the year that will take place in London including (but not limited to) RSC days, Functional team meetings / 121s and supporting with market visits.

• Digital background with experience across Paid Media, CRM and Ecommerce in tech or consumer goods.
• Led and developed a high-performing team through effective coaching, clear communication, and supportive leadership.
• Deep commitment to understanding and improving the customer experience through digital channels.
• Strong understanding of digital customer journeys, segmentation, personalization techniques, omni-channel strategies, and familiarity with A/B testing methodologies.
• Ability to analyze data, identify trends, and develop actionable insights to enhance the digital experience.
• Experience with app management, loyalty, in-restaurant ordering systems, booking platforms would be advantageous.
• Experience with aggregator platforms or marketplace would be advantageous.
• Strong relationship-building skills; ability to challenge the norm, provide alternative solutions, and implement creative problem-solving approaches.
• Must build trust quickly to work with credibility and at pace.
• Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and present findings to stakeholders.
• Experience managing multiple stakeholders, with a demonstrated ability to work effectively and collaboratively with cross-functional teams.
• Proven adaptability to a fast-moving environment and high sense of urgency and accountability; ability to manage multiple complex data sets and reporting deadlines simultaneously.
• Flexibility to adjust to evolving business needs and digital trends.
• Strong organization skills to manage multiple initiatives, prioritize tasks, and meet deadlines in a dynamic environment.
• Meticulous attention to detail to ensure accuracy and consistency across digital platforms.

• Bachelor’s degree in marketing, Digital Media, Communications, or a related field.
• 4-6 years of proven experience in ecommerce or a similar role within the retail or hospitality industry.
• Familiarity with digital analytics tools, content management systems, and customer relationship management (CRM) platforms.
• Relevant certifications in digital marketing, user experience (UX) design, or related areas are advantageous.