VP of Digital Experience & Customer Care Strategy

Choice Hotels International, Inc.; Maryland; Hybride; USD 240 000 - 330 000; Plein temps

Résumé du poste

Choice Hotels International, Inc. seeks a Vice President of Digital Customer Experience to shape strategy for the digital guest journey across mobile app, mobile web, and ChoiceHotels.com.

You will lead Product Marketing, Content, and Customer Care, partnering with UX and Engineering to drive revenue, loyalty engagement, and service excellence. The role requires 15+ years in digital leadership, a proven track record of converting insights into actionable roadmaps, and a strong focus on

Qualifications

• 15+ years in digital customer experience, digital commerce, or related leadership.
• Proven accountability for large-scale digital revenue and customer engagement.
• Experience leading cross-functional initiatives across marketing, product, engineering, customer care, loyalty, operations, and commercial teams.
• Experience setting digital product, digital content, and customer experience vision for web, mobile app, and service channels.
• Experience managing digital content governance and optimization.

Responsabilités

• Define a multi-year digital customer experience strategy aligned to growth, brand, marketing, loyalty, and care priorities.
• Set the vision for mobile app, mobile web, and ChoiceHotels.com across the guest journey.
• Lead digital content strategy to support discovery, decision-making, booking, servicing, and post-stay engagement.
• Translate customer insights and business objectives into product roadmap inputs and priorities.
• Partner with Product, UX, and Engineering to deliver roadmaps, capabilities, and delivery plans.
• Drive personalization and AI-enabled capabilities across the digital ecosystem.
• Establish KPIs for conversion, engagement, app/web performance, loyalty servicing, and satisfaction.

Connaissances

Digital strategy

Cross-functional leadership

Product management

Analytics

Agile delivery

AI & automation

Description du poste

Choice Hotels International, Inc. seeks a Vice President of Digital Customer Experience to shape strategy for the digital guest journey across mobile app, mobile web, and ChoiceHotels.com.

You will lead Product Marketing, Content, and Customer Care, partnering with UX and Engineering to drive revenue, loyalty engagement, and service excellence. The role requires 15+ years in digital leadership, a proven track record of converting insights into actionable roadmaps, and a strong focus on