Digital Experience Manager

Yum; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the food service industry is looking for a Digital Experience Manager to oversee and enhance the digital customer journey within Pizza Hut. This role focuses on improving user engagement through personalization and seamless experiences across digital platforms, including ordering systems and marketing channels. The ideal candidate will combine strategic vision with practical execution skills in a dynamic environment, contributing significantly to the company's digital growth initiatives.

Qualifications

• 4-6 years of experience in digital experience management.
• Strong understanding of digital customer journeys and A/B testing methodologies.
• Ability to analyze data and develop actionable insights.

Responsibilities

• Manage and enhance the digital customer journey.
• Lead digital experiences on takeaway and in-restaurant systems.
• Drive CRO and A/B testing initiatives.

Skills

Adaptability

Analytical skills

Attention to detail

Problem-solving

Communication

Education

Bachelor's degree in marketing, Digital Media, or Communications

Tools

Digital analytics tools

Content management systems

Customer relationship management (CRM) platforms

Job description

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Job Description

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 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.

As part of the YUM! Brands family, which includes KFC, Taco Bell, and The Habit Burger Grill, Pizza Hut proudly 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, with an emphasis on personalisation and seamless customer experiences. They will deliver an optimal website experience, responsible for digital platforms such as in Hut ordering platform, the booking system and gift cards as well as defining the market conversion rate optimisation testing plan. They will also support with execution on various marketing streams including affiliates and local hut digital marketing across social channels.

Collaboration with cross-functional teams is essential to ensure consistency and effectiveness across all digital touchpoints.

Key Responsibilities

• Manage and enhance the end-to-end digital customer journey, focusing on segmentation and personalization to improve user engagement and satisfaction as well as business goals such as app adoption. Alongside agencies, executing these experiences across digital channels.
• Lead digital experiences on takeaway and in-restaurant ordering and booking systems, ensuring a cohesive and user-friendly interface. Identifying opportunities for digital optimization and contribute to the continuous improvement roadmap to enhance performance and user experience.
• Lead market-specific continuous improvement, CRO and A/B testing initiatives, collaborating with the global CRO team to implement effective strategies. Delivering monthly cascades with insights and learnings to UK market.
• Working alongside the agency and Digital Growth Marketing Manager, own digital content and on page SEO execution, including editorial hub, FAQs and Hut Pages.
• Lead digital reporting efforts, consolidating inputs from channel leads to assess performance and inform strategic decisions.

Requirements

• 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 organizational 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.
• Proactive in identifying opportunities for improvement and implementing creative solutions.
• 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.
• Experience with app management, loyalty, in-restaurant ordering systems, booking platforms would be advantageous.
• Ability to analyze data, identify trends, and develop actionable insights to enhance the digital experience.
• 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.

Preferred Qualifications

• Bachelor's degree in marketing, Digital Media, Communications, or a related field.
• 4-6 years of proven experience in digital experience management 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.

Working Relationships

• UK Digital team, including Retention Manager, Implementation Lead, Digital Growth Marketing Manager.
• UK Integrated Marketing team
• UK, Canada and France support centre teams
• Global teams including Pizza Hut Digital, Brand and Marketing

Work Environment

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.

Beware of fake job postings using Yum! and/or our brand logos -- KFC, Pizza Hut, Taco Bell and Habit Burger & Grill -- on fraudulent sites. Yum! Brands only posts jobs on official career pages and never asks for money during onboarding. Avoid unsolicited contacts via Telegram, WhatsApp or similar social apps.