purpose

to define and develop our 3 year and in year web / app customer experience aligned to business goals. you will ensure our digital products: web and app (outside of loyalty proposition) wow the connected fusion foodie of today and tomorrow creating the most magical experience possible seamlessly connecting the on and offline world. you will play a pivotal role in the development and execution of innovative digital strategies to drive best in industry conversion 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 optimise web performance including leading test and learn trials
• odevelop, maintain and update website content
• lead CRO & SEO for wagamama

App CX Owner

• own the app and the customer experience delivered
• leverage customer / app analytics to optimise app performance
• develop, maintain and update app content (outside of Soul club)
• work in partnership with loyalty manager to ensure soul club shows up on the app in the way desired by the CRM & loyalty team
• develop and implement plans to ensure best in class app ratings

Web and App Customer led Development Roadmap

define customer back the 3 year prioritised web & app roadmap, assess commercial benefit (ease / scale) alongside customer need and lead the business requirement briefing for app and web into the technical / IT team for delivery

Partner Management

•manage key business partners related to the web and app such as Yext, open table managing annual contract and QBR / MBR cycles

Commercial Management

•P&L responsible for web and app (outside of loyalty)

•accountable for delivering the in year plan for click and collect

•accountable for group bookings commercial delivery and CX on our digital platforms working in partnership with marketing and insight on the wider group proposition

•Gift card owner, managing the day to day and ensuring a rich customer experience

customer data & insight into action

• be on the pulse of future trends in the industry and networked with specialist in this space to bring leading edge insight, ideas for customer benefit to our brand ensuring we remain one step ahead
• lead web / app analytics with a focus on once on site / app customer behaviour, journeys, bounce rates and recommend optimisation needed

compliance and data privacy

ensure all plans adhere to gdpr and the latest data privacy regulations

stakeholder management & collaboration

• collaborate across the business to ensure that web and app plans are aligned with broader business objectives
• collaborate hand in glove with technical and IT team and extended network of agency partners on the other to ensure the digital customer experience is as magical as it can be at every touch point
• collaborate hand in glove with the marketing and ops team to ensure how the digital experience shows up in restaurant (eg app and is functionality) is as seamless and frictionless as it can be on every visit

key requirements

• 3-5 years experience in digital product or CRO management across both website and apps, ideally in retail, hospitality, leisure or equivalent environments
• customer centric, highly analytical mindset and deep understanding in web analytics
• broad digital skill set including deep technical and data expertise
• proven experience of leading, developing and scaling web and app for customer and commercial benefit in another business
• well connected in the industry and able to bring to the table new innovations that drive value
• Commercially strong with good understanding of the levers to pull to deliver profitable sustainable growth
• strengthen in partnering with technical and IT knowing how to get two functions to work as one for the benefit of the customer with excellent communication skills and ability to present to a wide range of audiences
• compliance awareness with sound knowledge of gdpr and data privacy best practices

wok's in it for you |

• a competitive annual salary
• discretionary 30% bonus opportunity per year
• wagamama food allowance
• private healthcare
• pension contribution
• 25 days holiday + all bank holidays
• various discount across retail, hospitality + leisure
• internal progression opportunities | fully funded apprenticeship programmes to support your growth
• kintsugi wellness | access to councillors, cycle to work scheme, discounted gym + leisure
• family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay
• financial wellbeing support | access to loans repaid through your salary for those ‘strapped for cash’ moments in life