Digital Transformation & Innovation Lead

About the Role

Join a dynamic experience-driven hospitality company based in central London, currently progressing through an exciting phase of digital innovation, customer experience enhancement, and commercial expansion. This position offers a unique chance to lead the next wave of digital transformation efforts, interfacing technology advancements with hospitality operations to elevate guest interactions and business effectiveness.

The role demands collaboration with senior leaders and multifunctional teams, overseeing the digital guest journey, customer relationship management (CRM), loyalty programs, data insights, and innovation-driven projects. It suits a candidate with a blend of inventive thinking and practical execution skills to identify and implement impactful improvements across the organisation.

Main Responsibilities

• Strategize and continuously enhance the digital guest experience across multiple customer interaction points.
• Drive the implementation of digital transformation projects aligned to business priorities.
• Lead CRM and loyalty program strategies to boost acquisition, engagement, retention, and customer lifetime value.
• Utilize customer data and behavioral insights to guide marketing, commercial, and operational decision-making.
• Identify and deploy technological innovations, including AI and automation, to optimize guest experience and operational efficiency.
• Manage digital and innovation initiatives end-to-end, from conception and business justification through delivery.
• Stay informed on emerging trends in hospitality, food, technology, and consumer behavior, integrating relevant innovations into the business.
• Collaborate with venue and internal teams to grow digital capabilities and adoption.
• Oversee relationships with digital platforms, external technology providers, and agencies.
• Develop performance metrics, reporting tools, and dashboards that clearly demonstrate commercial impact.
• Support marketing by improving marketing technology infrastructure, enhancing customer journeys, and optimizing campaign outcomes.
• Construct persuasive business cases and recommendations for digital and innovation initiatives.

Candidate Profile

The ideal candidate is inquisitive, commercially savvy, and passionate about the evolving landscape of hospitality. Comfortable shifting between strategic planning and hands-on execution, they are adept at managing digital platforms, loyalty schemes, and data analytics efforts to enhance both customer and operational outcomes.

Often holding titles such as Senior Digital Manager, Digital Transformation Manager, CRM & Loyalty Lead, or Digital Product Lead, candidates are ready to broaden their responsibilities and gain significant exposure within an ambitious hospitality environment.

Required Experience and Skills

• Established background in digital, CRM, loyalty, digital product, innovation, or customer experience roles.
• Proven hospitality, leisure, retail, or consumer-facing industry experience emphasizing customer or guest journey improvements.
• Commercial awareness with comprehension of how digital strategies affect revenue, engagement, and consumer behavior.
• Experience spearheading cross-functional digital or transformation projects.
• Strong proficiency in CRM systems, customer lifecycle marketing, and loyalty program management.
• Capability to use customer insights and data analytics effectively for opportunity identification and informed decision-making.
• Track record of collaborating with agencies, technology providers, or third parties.
• Excellent stakeholder management skills with the ability to unify diverse teams toward common goals.
• Balance of strategic acumen and practical execution expertise.
• Genuine interest in hospitality trends, consumer behavior, technology advancements, and emerging industry practices.
• A proactive and creative mindset aimed at continuous business improvement.

Measures of Success

• Successful establishment and delivery of a digital transformation roadmap with clear, measurable commercial outcomes.
• Optimization and enhancement of the digital guest journey at critical customer touchpoints.
• Growth in CRM engagement, loyalty program participation, and customer retention metrics.
• Boost in guest visit frequency, spending, and lifetime value driven by data-informed initiatives.
• Adoption of innovative technologies, AI solutions, and automation delivering operational and experiential improvements.
• Effective project leadership with strong stakeholder support and engagement.
• Improved reporting tools, insights, and marketing technology capabilities organization-wide.
• Strengthened cross-functional collaboration fostering greater digital adoption across teams.
• Continued progression ahead of digital innovations and hospitality market trends.

Working Conditions and Benefits

The position entails usually working on-site at the business four days per week, with the flexibility of working from home one day each week. The salary falls within a £60,000 to £70,000 range, supplemented by performance bonuses and benefits. This role represents an excellent opportunity to make a tangible impact in an expanding hospitality firm and to further develop a career at the nexus of technology, customer insight, and business innovation.

Additional Information

The closing date for applications is Friday 14th August 2026. Due to the high volume of interest, applicants will receive updates after this date. Applications submitted through individual messages or emails will not be acknowledged.