Global Manager leading customer retention programs for NinjaOne responsible for team oversight and strategy. Driving performance metrics across regions while ensuring customer satisfaction and financial outcomes.
YE
Hybrid Head of Digital – Customer Loyalty
Posted 6 days ago
About the role
- Head of Digital & Customer Loyalty enhancing customer experiences at Pizza Hut. Leading digital marketing, CRM, and loyalty efforts across the UK and advising on FR & DE markets.
Responsibilities
- Lead the UK digital business and advise for the FR & DE markets, overseeing Digital Marketing, Paid Media, Ecommerce, CRM and Loyalty and Aggregator channels, as well as all digital analytics and customer reporting.
- Transforming the consumer journey through excellent execution and strategic initiatives.
- Collaborate with the global digital team to inform and prioritise the continuous improvement roadmap for the web & app, with the goal of improving CVR and AOV.
- Work with Media & Affiliate agencies to define and execute the digital media strategy, growing active customers and driving more customers to the website & app.
- Lead the CRM & Loyalty channel, overseeing all emails, push notifications and SMS sends across trade and trigger comms. As well as collaborating with Digitech team to ensure continuous improvement and utilisation of Martech stack to deliver improved retention and frequency.
- Accelerate the growth of the aggregator business, working with Uber, Deliveroo and Just Eat to improve the experience, define the value proposition and maintain media activity.
- Lead all digital and customer reporting, delivering weekly and monthly reporting with insights and recommendations.
- Collaborating with all teams across the UK & International Operating Markets (IOM), as well as global partners across the Yum! Group.
- Building strong relationships with franchisees, working closely with relevant board members to align on strategy, the roadmap and execution plans.
Requirements
- Digital background with experience across Paid Media, CRM and Ecommerce in tech or consumer goods.
- Led and developed a high-performing team through effective coaching, clear communication, and supportive leadership.
- Deep commitment to understanding and improving the customer experience through digital channels. With strong understanding of digital customer journeys, segmentation, personalization techniques, omni-channel strategies, and familiarity with A/B testing methodologies.
- Ability to analyze data, identify trends, and develop actionable insights to enhance the digital experience.
- Experience with app management, loyalty, in-restaurant ordering systems, booking platforms would be advantageous.
- Experience with aggregator platforms or marketplace would be advantageous.
- Strong relationship-building skills; ability to challenge the norm, provide alternative solutions, and implement creative problem-solving approaches. Must build trust quickly to work with credibility and at pace.
- Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and present findings to stakeholders.
- Experience managing multiple stakeholders, with a demonstrated ability to work effectively and collaboratively with cross-functional teams.
- Proven adaptability to a fast-moving environment and high sense of urgency and accountability; ability to manage multiple complex data sets and reporting deadlines simultaneously. Flexibility to adjust to evolving business needs and digital trends.
- Strong organizational skills to manage multiple initiatives, prioritize tasks, and meet deadlines in a dynamic environment.
- Meticulous attention to detail to ensure accuracy and consistency across digital platforms.
- **__Preferred Qualifications__**
- Bachelor’s degree in marketing, Digital Media, Communications, or a related field.
- 4-6 years of proven experience in ecommerce or a similar role within the retail or hospitality industry.
- Familiarity with digital analytics tools, content management systems, and customer relationship management (CRM) platforms.
- Relevant certifications in digital marketing, user experience (UX) design, or related areas are advantageous.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Manage CRM Customer Journey & Retention strategies for Nordic leisure travel company, optimizing customer experiences and loyalty through data - driven insights and collaboration.
Global Customer Success & Retention Manager at Progyny Global ensuring strong client relationships and satisfaction. Responsible for onboarding, engagement, and performance monitoring for employer clients in Berlin.
Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
Lead the full retention funnel: design lifecycle campaigns, automated email and in - app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross - functionally to improve product adoption and long - term retention.
(Senior) CRM & Retention Manager:in at buah focusing on innovative retention strategies in the snack market. Overseeing retention metrics, CRM campaigns, and strategic growth initiatives.
Retention Specialist at Culligan Quench handling cancellation requests and preventing churn. Collaborating with internal teams to strengthen customer retention in a hybrid work environment.
Client Retention Specialist supporting customers of TD Merchant Solutions by providing expert guidance and legendary experiences. Delivering solutions through inbound and outbound service interactions in a hybrid work environment.
Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.
Marketing Specialist managing successful sales and renewals of health insurance accounts. Responsible for executing marketing plans, developing proposals, and maintaining relationships within assigned territory.