Digital Experience Manager

Yum! Brands; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the restaurant industry is seeking a Digital Experience Manager to oversee the digital customer journey. This role focuses on enhancing user engagement through personalization and optimizing digital platforms. The candidate will collaborate with various teams to ensure a seamless experience across channels.

Qualifications

• 4-6 years of experience in digital experience management.
• Strong understanding of digital customer journeys and A/B testing.

Responsibilities

• Manage and enhance the end-to-end digital customer journey.
• Lead digital experiences on takeaway and in-restaurant ordering systems.
• Collaborate with cross-functional teams to ensure digital consistency.

Skills

Adaptability

Organizational Skills

Attention to Detail

Proactive Problem Solving

Communication Skills

Education

Bachelor’s degree in marketing

Bachelor’s degree in Digital Media

Bachelor’s degree in Communications

Tools

Digital Analytics Tools

Content Management Systems

CRM Platforms

Job description

Join to apply for the Digital Experience Manager role at Yum! Brands

About Us

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 with 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 are passionate about delivering extraordinary experiences to our 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.

As part of the YUM! Brands family, which includes KFC, Taco Bell, and The Habit Burger Grill, Pizza Hut stands alongside the largest restaurant group worldwide. Together, we strive for culinary excellence and unmatched dining experiences, whether in our restaurants or at home.

Job Purpose

The Digital Experience Manager will oversee the omni-channel digital customer journey across delivery and dine-in, emphasizing personalisation and seamless customer experiences. Responsibilities include delivering an optimal website experience, managing digital platforms such as in-hut ordering, booking systems, and gift cards, and defining market conversion rate optimisation testing plans. The role also involves supporting various marketing streams including affiliates and local digital marketing across social channels. Collaboration with cross-functional teams is essential to ensure consistency and effectiveness across all digital touchpoints.

Key Responsibilities

1. Manage and enhance the end-to-end digital customer journey, focusing on segmentation and personalisation to improve user engagement, satisfaction, app adoption, and business goals, executing these experiences across digital channels with agencies.
2. Lead digital experiences on takeaway and in-restaurant ordering and booking systems, ensuring a cohesive and user-friendly interface. Identify opportunities for digital optimization and contribute to the continuous improvement roadmap.
3. Lead market-specific CRO and A/B testing initiatives, collaborating with the global CRO team to implement strategies and deliver insights to the UK market.
4. Manage digital content and on-page SEO, including editorial hubs, FAQs, and Hut Pages, working alongside agencies and the Digital Growth Marketing Manager.
5. Lead digital reporting efforts, consolidating inputs from channel leads to assess performance and inform strategic decisions.

Requirements

• Proven ability to adapt in a fast-paced environment with a high sense of urgency and accountability; capable of managing multiple data sets and reporting deadlines.
• Strong organizational skills to manage initiatives, prioritize tasks, and meet deadlines.
• Meticulous attention to detail for accuracy across digital platforms.
• Proactive in identifying opportunities and implementing solutions.
• Deep understanding of digital customer journeys, segmentation, personalization, omni-channel strategies, and A/B testing methodologies.
• Experience with app management, loyalty, in-restaurant ordering, and booking systems is advantageous.
• Ability to analyze data, identify trends, and develop insights to improve digital experiences.
• Strong relationship-building skills, credibility, and ability to challenge norms creatively.
• Excellent communication skills for collaboration and presenting findings.
• Experience managing stakeholders and working with cross-functional teams.

Preferred Qualifications

• Bachelor’s degree in marketing, digital media, communications, or related fields.
• 4-6 years of experience in digital experience management or similar roles within retail or hospitality sectors.
• Familiarity with digital analytics tools, CMS, and CRM platforms.
• Certifications in digital marketing, UX design, or related areas are a plus.