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To define and develop our 3-year and ongoing 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 test and learn trials.
* Develop, maintain, and update website content.
* Lead CRO & SEO for wagamama.
* 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 features appropriately on the app as desired by CRM & loyalty teams.
* Develop and implement plans to ensure best-in-class app ratings.
Web and App Customer-led Development Roadmap
Define a 3-year prioritized web & app roadmap based on customer needs, assess commercial benefits (ease/scale), 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).
Deliver the in-year plan for click and collect.
Oversee group bookings' commercial delivery and CX on digital platforms, working with marketing and insights on wider group propositions.
Manage gift card operations, ensuring a rich customer experience.
Customer Data & Insight into Action
* Stay ahead of industry trends and network with specialists to bring innovative ideas and insights that benefit our brand, keeping us a step ahead.
* 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.
* Collaborate across the business to align web and app plans with broader objectives.
* Work closely with technical, IT, and agency partners to ensure a seamless digital customer experience at every touchpoint.
* Partner with marketing and operations to ensure the digital experience in restaurants (e.g., app functionality) is seamless and frictionless.
Key Requirements
* 3-5 years experience in digital product or CRO management across websites and apps, ideally in retail, hospitality, leisure, or similar sectors.
* Customer-centric, highly analytical with deep web analytics expertise.
* Broad digital skill set including technical and data proficiency.
* Proven experience scaling web and app solutions for customer and commercial benefits.
* Well-connected in the industry, capable of bringing 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 abilities.
* Knowledge of GDPR and data privacy best practices.
What's in it for you
* Competitive annual salary
* Discretionary 30% bonus
* Pension contributions
* 25 days holiday plus bank holidays
* Discounts across retail, hospitality, and leisure
* Opportunities for internal progression and funded training programs
* Kintsugi wellness benefits, including counseling, cycle-to-work scheme, and gym discounts
* Family-friendly policies, including 26 weeks full pay + 13 weeks half pay for expectant or adopting parents
* Financial wellbeing support, including salary-based loans for emergencies
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