digital performance manager

JR United Kingdom; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Website and App Customer Experience Owner to enhance digital product performance. The role involves developing a 3-year roadmap, managing key partnerships, and ensuring compliance with data privacy regulations. The ideal candidate will have strong analytical skills and experience in digital product management, aiming to drive conversion rates and customer satisfaction.

Benefits

Competitive salary

Discretionary 30% bonus

Pension contribution

25 days holiday plus bank holidays

Various discounts across retail, hospitality, and leisure

Internal progression and fully funded apprenticeship programs

Kintsugi wellness benefits

Family-friendly policies

Financial wellbeing support

Qualifications

• 3-5 years experience in digital product or CRO management.
• Deep web analytics expertise.

Responsibilities

• Own the website and app customer experience.
• Lead CRO & SEO strategies for digital products.
• Manage P&L for web and app.

Skills

Analytical Skills

Customer-Centric

Commercial Acumen

Communication Skills

Job description

Social network you want to login/join with:

To define and develop our 3-year and in-year web/app customer experience aligned with business goals. You will ensure our digital products—web and app (outside of loyalty proposition)—wow the connected fusion foodie of today and tomorrow, creating the most magical experience possible by seamlessly connecting the online and offline worlds. You will play a pivotal role in developing and executing innovative digital strategies to drive industry-leading conversion rates and reviews/ratings for our digital products.

Key accountabilities

Website CX Owner

• Own the website and the customer experience delivered
• Leverage customer/web analytics to optimize web performance, including leading test-and-learn trials
• Develop, maintain, and update website content
• Lead CRO & SEO for wagamama
• Own the app and the customer experience delivered
• Leverage customer/app analytics to optimize app performance
• Develop, maintain, and update app content (outside of Soul club)
• Work in partnership with the loyalty manager to ensure Soul Club appears on the app as desired by CRM & loyalty teams
• Develop and implement plans to ensure best-in-class app ratings

Web and App Customer-led Development Roadmap

Define the 3-year prioritized web & app roadmap based on customer needs, assess commercial benefits (ease/scale), and lead the business requirement briefing for app and web development into the technical/IT team for delivery.

Partner Management

Manage key business partners related to web and app, such as Yext and OpenTable, including managing annual contracts and QBR/MBR cycles.

Commercial Management

Responsible for P&L for web and app (outside of loyalty), delivering the in-year plan for click-and-collect, group bookings, and managing the gift card program to ensure a rich customer experience.

Customer Data & Insight into Action

• Stay ahead of industry trends and network with specialists to bring innovative insights and ideas that benefit our brand, keeping us one step ahead.
• Lead web/app analytics focusing on customer behavior, journeys, bounce rates, and recommend optimizations.

Compliance and Data Privacy

Ensure all plans adhere to GDPR and latest data privacy regulations. Collaborate across the business to align digital plans with broader objectives and work closely with technical, IT, marketing, and operations teams to deliver seamless digital experiences at every touchpoint.

Key Requirements

• 3-5 years experience in digital product or CRO management across website and apps, preferably in retail, hospitality, leisure, or similar environments
• Customer-centric, highly analytical with deep web analytics expertise
• Broad digital skill set including technical and data proficiency
• Proven experience scaling web and app solutions for customer and commercial benefits
• Well-connected in the industry to bring innovative value-driving ideas
• Strong commercial acumen to drive profitable growth
• Excellent partnership and communication skills, with ability to align technical and business teams
• Knowledge of GDPR and data privacy best practices

What's in it for you

• Competitive salary
• Discretionary 30% bonus
• Pension contribution
• 25 days holiday plus bank holidays
• Various discounts across retail, hospitality, and leisure
• Internal progression and fully funded apprenticeship programs
• Kintsugi wellness benefits including counseling, cycle-to-work, and gym discounts
• Family-friendly policies offering full pay for 26 weeks and half pay for 13 weeks for expectant or adopting parents
• Financial wellbeing support including salary-repaid loans for urgent needs