digital performance manager

ZipRecruiter; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Customer Experience Manager to enhance their digital platforms. The role involves optimizing web and app experiences, managing partnerships, and ensuring compliance with data privacy regulations. The ideal candidate will have a strong analytical mindset and proven experience in digital product management.

Benefits

Competitive annual salary

Discretionary 30% bonus opportunity

Wagamama food allowance

Private healthcare

Pension contributions

25 days holiday plus bank holidays

Discounts across retail, hospitality, and leisure

Internal progression and fully funded apprenticeship programs

Kintsugi wellness programs

Family-friendly policies

Qualifications

• 3-5 years experience in digital product or CRO management.
• Deep web analytics understanding.
• Knowledge of GDPR and data privacy best practices.

Responsibilities

• Own the website and app customer experience.
• Lead CRO & SEO initiatives.
• Manage key business partners related to web and app.

Skills

Analytical mindset

Customer-centric approach

Commercial acumen

Partnership skills

Job description

Job Description

Purpose

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 propositions)—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 testing and learning trials
• Develop, maintain, and update website content
• Lead CRO & SEO initiatives for Wagamama

App CX Owner

• 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 the CRM & loyalty team
• Develop and implement plans to ensure top app ratings

Web and App Customer-led Development Roadmap

Define a customer-backed 3-year prioritized web & app roadmap, assess commercial benefits (ease/scale) alongside customer needs, and lead business requirement briefings to 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). Accountable for delivering the in-year plan for click and collect, group bookings' commercial delivery, and CX on digital platforms, working with marketing and insight teams. Also, manage gift card operations 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 ahead of competitors
• 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.

Stakeholder Management & Collaboration

• Collaborate across the business to align web and app plans with broader objectives
• Work closely with technical, IT, marketing, and operations teams to ensure seamless digital customer experiences at every touchpoint

Key Requirements

• 3-5 years experience in digital product or CRO management across websites and apps, ideally in retail, hospitality, leisure, or similar environments
• Customer-centric, highly analytical mindset with deep web analytics understanding
• Broad digital skill set including technical and data expertise
• Proven experience leading, developing, and scaling web and app platforms for customer and commercial benefits
• Well-connected within the industry to bring innovative, value-driving ideas
• Strong commercial acumen with understanding of growth levers
• Excellent partnership skills with technical and IT teams, with strong communication and presentation skills
• Knowledge of GDPR and data privacy best practices

What’s in it for you

• Competitive annual salary
• Discretionary 30% bonus opportunity
• Wagamama food allowance
• Private healthcare
• Pension contributions
• 25 days holiday plus bank holidays
• Discounts across retail, hospitality, and leisure
• Internal progression and fully funded apprenticeship programs
• Kintsugi wellness programs
• Family-friendly policies, including paid leave for expectant or adopting parents
• Financial wellbeing support, including salary-based loans