Digital Manager

Bill's Support Office; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Bill's Support Office is seeking a senior digital transformation lead to own our website, CRM, loyalty, and data strategy. You will shape conversion, SEO, and AI-search presence while managing paid acquisition and partnerships with clear commercial terms.

You will leverage GA4 and CRM data to guide decisions, set the digital roadmap, and raise the company’s digital capability across teams. A strategic thinker who can operate in a rebuilding phase is ideal.

Qualifications

• At least five years across digital, CRM, customer experience or transformation, including three in a senior role.
• Proven expertise across CRM, loyalty, digital acquisition, website optimisation, SEO and analytics.
• Comfortable holding agencies and budgets to account and turning data into actionable decisions.

Responsibilities

• Own website strategy: conversion, SEO, and AI-search presence.
• Lead CRM and loyalty: segmentation, lifecycle and personalisation to grow value.
• Manage paid acquisition: briefs to agencies and holding them to account.
• Oversee the commercial aspects of gifts cards and partnerships with clear terms.
• Consolidate data (GA4, CRM, platform data) to inform Monday decisions.
• Drive digital capability across the business so others rely on you.

Skills

CRM

Loyalty programs

Digital acquisition

Website optimisation

SEO

Analytics

Agency management

Tools

GA4

CRM platform

Job description

Bill’s serves millions of guests a year across our 49 restaurants - many of them decided to come before they got anywhere near one. Winning that decision is the challenge for this role.

At Bill’s, our mission is simple: Everyone Leaves Happy.

More and more of it now starts long before anyone arrives, and we’re bringing that whole side of the business together into one specialist role.

Which makes it a big year to arrive. A new website with a new agency. A new search and AI-search partner. A CRM base with real scale behind it and segmentation, automation and lifecycle next. Gift cards and partnerships with a long way still to run. You’d own where all of it goes, and carry the growth it delivers.

What you’ll own

• The website, and how customers find us. The rebuild lands early in the new year. You’ll own what it does next: conversion, SEO, and how Bill’s shows up in AI search while everyone else is still working out the question.
• CRM and loyalty. Segmentation, lifecycle and personalisation, aimed at frequency and lifetime value.
• Paid acquisition, and the agencies behind it. Paid social, PPC and search partners, yours to brief, hold to account and, where they aren’t earning it, replace.
• The commercial half of the title. Gift cards and digital partnerships, including who we choose to work with and on what terms. Both have a long way still to run.
• Data that changes what we do. GA4, CRM and platform data in one place, so decisions get made on Monday instead of reconstructed on Thursday.
• Digital capability across the business. making the rest of the team confident enough with this to stop waiting for you.

What we’re looking for

At least five years across digital, CRM, customer experience or transformation, including three in a senior role. Hospitality, retail or another business where the customer is the focus.

You’ll be equally comfortable setting the strategy and getting into the detail, with proven expertise across CRM and loyalty, digital acquisition, website optimisation, SEO and analytics, and the commercial confidence to hold agencies and budgets to account.

And you’ll be comfortable being wrong quickly, and using your expertise to find solutions, because a fair amount of this is new ground for the sector, not just for us.

You’ll have genuine ownership of our digital roadmap and of the results it produces. If you do your best work when a business is being rebuilt rather than maintained, this is the year to do it at Bill’