Head of Customer Experience - Mat Cover

Dominos; Milton Keynes; On-site; GBP 120,000 - 170,000; Full time

Job summary

Domino's in Milton Keynes seeks a senior Head of Customer Experience to steer CRM, loyalty and digital journeys. You will translate customer insight into strategic priorities and lead cross-functional teams to deliver commercially impactful experiences.

You will shape long-term customer strategies, align digital product roadmaps with business goals, and champion data-driven decisions across Digital, Marketing, Brand and Franchisee networks.

Qualifications

• Head of Customer Experience with CRM, digital product, and e-commerce experience.
• Strong commercial and strategic judgement balancing short-term performance with a long-term vision.
• Proven ability to lead high-performing teams and develop talent.

Responsibilities

• Set strategy for CRM, Loyalty and Digital Experience, balancing today’s priorities with future roadmaps.
• Turn insights into better experiences using data, research, experimentation and technology.
• Lead through people, building relationships across Digital, Marketing, Brand, Data, Technology and franchisees.

Skills

CRM leadership

Digital product leadership

E-commerce strategy

Stakeholder management

People leadership

Strategic judgement

Customer insight analytics

Job description

About The Role

Shape the future of Domino's customer experience

At Domino's, our senior leaders are the Head Chefs, the people who set the direction, make the big calls, and keep the whole business moving forward with clarity and confidence.

As our Head of Customer Experience, you'll set the direction across three important areas of our customer experience: CRM, Loyalty and Digital Experience.

This is a role that brings together the here and now with what comes next. You'll maintain a strong focus on commercial performance today while asking the bigger questions about where our customer experience needs to be in three years' time.

You'll lead talented teams, shape customer-first strategies and help us create more relevant, personalised and frictionless digital experiences.

What You'll Bring

You'll be a commercially minded senior leader who can move confidently between strategy and delivery. You'll know how to turn customer and business insight into clear priorities, bring senior stakeholders with you and create an environment where talented people can do their best work.

We'll be looking for:

• Proven in depth experience as a Head of Customer experience working across CRM, digital product, e-commerce or closely related consumer-facing digital roles.
• Strong commercial and strategic judgement, with the ability to balance immediate performance with a clear longer-term vision.
• Demonstrable experience leading and developing high-performing teams, creating clarity, maintaining engagement and growing talent.
• Strong communication, relationship-building and influencing skills, with experience navigating complex senior stakeholder environments

What You'll Be Doing

You'll shape how Domino's develops customer relationships across CRM, loyalty and digital experience, bringing together commercial thinking, customer insight, data and technology.

You'll have the opportunity to look beyond individual campaigns or journeys and create a clear longer-term direction for how we engage and retain customers.

• Set the strategy for CRM, Loyalty and Digital Experience, balancing commercial priorities today with customer-first roadmaps for the future.
• Turn insight into better experiences, using data, research, experimentation and technology to improve engagement, retention, personalisation and digital journeys.
• Lead through people and influence, developing talented teams and building strong relationships across Digital, Marketing, Brand, Data, Technology and our franchisee community.

How We Will Support You

Bring your flavour, and we'll back your future.

You'll have the autonomy and visibility that comes with one of our senior leadership roles, alongside the opportunity to shape an important part of Domino's future.

You'll inherit talented people with strong expertise across their disciplines, giving you the opportunity to develop capability further, create an ambitious longer-term direction and leave a lasting mark on how we understand, engage and serve our customers.

You'll also work across a broad senior stakeholder community, giving you the opportunity to influence thinking beyond your immediate function and put customer experience firmly at the heart of business decisions.

About Us

Who are we? A forward-thinking, inclusive world's leading pizza company:

Domino's is the world's leading pizza company, with over 1,300 stores across the UK and Ireland. We're committed to using the freshest, highest-quality ingredients to create over 110 million delectable pizzas each year. Plus, we're a tech-savvy and data driven bunch – 90% of our system sales come through digital channels and 75% of our digital orders coming via the app we have 9.5 million active app customers!

Our mission? To be the go-to choice for food delivery and collection by crafting hot, freshly made pizzas that earn us accolades and the loyalty of millions of pizza enthusiasts worldwide. We're all about innovation, growth, and a commitment to excellence.

At Domino's, we embrace the power of diversity and foster an inclusive environment where everyone feels valued, respected, and empowered. We celebrate the uniqueness of each individual, regardless of their identity, background, or any other characteristic. When you join our team, you join a family that welcomes and celebrates authenticity!

Our recipe for success? Our DomiDNA:

• We Mean Business
• We Always Deliver
• We're Open to New Flavours
• We're Tastier Together