Head of Digital Transformation & Innovation
Experience‑led hospitality business
Central London
circa £70,000 salary plus bonus and benefits
Working week: typically 4 days in business with 1 day working from home each week
Technology is transforming hospitality faster than ever before.
We’re partnering with an ambitious, experience‑led hospitality business that is investing heavily in digital innovation, customer experience and commercial growth.
As the organisation continues to evolve, they are looking to appoint a Head of Digital Transformation & Innovation to lead the next chapter of their digital journey.
This is an opportunity to sit at the intersection of technology, hospitality, customer experience and commercial strategy, shaping how guests interact with the brand while identifying new opportunities to improve performance across every part of the business.
Working closely with senior leadership, you will own the digital ecosystem, CRM and loyalty strategy, customer data, digital transformation projects and innovation roadmap, ensuring technology enhances both the guest experience and commercial performance.
If you’re naturally curious, commercially minded and passionate about where hospitality is heading next, this is a genuinely exciting opportunity to make a lasting impact.
The role
You’ll lead the evolution of the organisation’s digital guest experience while identifying emerging technologies, hospitality trends and smarter ways of working that improve both customer engagement and operational performance.
From CRM and loyalty through to AI, automation, customer insight and digital products, you’ll drive projects that create meaningful improvements for guests, teams and the wider business.
You’ll work collaboratively across Marketing, Operations, Sales, Finance, Property and People, influencing strategy and delivering innovation that supports long‑term growth.
Key responsibilities
- Own the end‑to‑end digital guest journey, continually improving every customer touchpoint.
- Develop and deliver the digital transformation roadmap across the business.
- Lead the CRM and loyalty strategy, driving acquisition, engagement, retention and lifetime value.
- Use customer insight and behavioural data to shape marketing, commercial and operational decisions.
- Identify opportunities to improve guest experience through technology, AI and automation.
- Lead innovation projects from concept through to implementation.
- Keep ahead of emerging hospitality, food, technology and consumer trends, introducing ideas that strengthen the overall proposition.
- Partner with venue teams and stakeholders to improve digital capability across the business.
- Manage digital platforms, technology suppliers and agency relationships.
- Develop reporting frameworks, KPIs and performance dashboards that measure commercial impact.
- Support the wider marketing function through improvements in marketing technology, customer journeys and campaign effectiveness.
- Present innovation strategies and business cases to senior leadership.
About you
You’ll be someone who naturally spots opportunities before others do and enjoys challenging conventional thinking.
You will combine strategic thinking with hands‑on delivery and be equally comfortable discussing customer journeys, digital platforms, loyalty programmes, AI, commercial performance and operational improvements.
We’re interested in people who have:
- Significant experience in a senior digital, CRM, loyalty, innovation or marketing leadership role.
- Hospitality, leisure, retail or consumer‑facing experience where customer/guest experience has been central.
- Strong commercial awareness with a proven ability to deliver measurable business impact.
- Experience leading cross‑functional transformation and digital projects.
- Excellent understanding of CRM, customer lifecycle marketing and loyalty programmes.
- Strong analytical skills and confidence using customer data to drive decisions.
- Experience managing agencies, technology partners and third‑party suppliers.
- Excellent stakeholder management and influencing skills.
- A genuine passion and ‘finger on the pulse’ for hospitality, food, consumer behaviour and emerging trends.
- Curiosity, creativity and a desire to continually improve how businesses operate.
What success looks like
Success in this role won’t simply be measured by delivering projects, it will be measured by the impact those projects have on the business. You’ll have:
- Delivered a clear digital transformation roadmap with measurable commercial results.
- Enhanced the end‑to‑end digital guest journey across every customer touchpoint.
- Increased CRM engagement, loyalty membership and customer retention.
- Improved guest frequency, spend and lifetime value through data‑led initiatives.
- Successfully introduced new technologies, AI solutions and automation that improve efficiency and customer experience.
- Delivered innovation projects on time, within budget and with strong stakeholder engagement.
- Strengthened reporting, insight and marketing technology capabilities across the business.
- Built strong cross‑functional relationships that embed innovation into everyday decision‑making.
- Positioned the business as a market leader in digitally enabled hospitality experiences.
Why apply?
This is a rare opportunity to join an ambitious hospitality business at an exciting stage of growth.
You’ll have genuine ownership, significant influence and the freedom to shape how technology, customer experience and innovation drive the future of the organisation.
For someone who enjoys combining hospitality, digital transformation, customer insight and commercial thinking, this is a role where you’ll be able to leave a lasting mark.
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