Head of Digital Transformation & Innovation

Role overview

An experience-led hospitality business in Central London is hiring a Head of Digital Transformation & Innovation to lead its next phase of digital progress. The package includes a salary of around £70,000, plus bonus and benefits. The role is typically based in the business four days a week, with one working-from-home day each week.

This position sits at the crossroads of hospitality, technology, customer experience and commercial strategy. It is focused on improving how guests interact with the brand while uncovering new ways to strengthen performance across the organisation.

Working with senior leaders, you will be responsible for the digital ecosystem, CRM and loyalty direction, customer data, transformation programmes and the innovation pipeline, making sure technology supports both guest experience and business results.

The organisation is looking for someone commercially sharp, curious and excited by the future of hospitality, with the ability to turn ideas into practical change that creates lasting value.

What you'll do

You will shape the evolution of the digital guest journey and continuously look for smarter ways of working through technology, hospitality trends, AI, automation and customer insight.

Your work will span CRM, loyalty, digital products and innovation initiatives that improve the experience for guests, teams and the wider business. You will collaborate across Marketing, Operations, Sales, Finance, Property and People, helping steer strategy and deliver change that supports long-term growth.

Key responsibilities

• Take ownership of the full digital guest journey and keep improving every customer touchpoint.
• Build and execute the organisation-wide digital transformation roadmap.
• Direct CRM and loyalty strategy to improve acquisition, engagement, retention and lifetime value.
• Apply customer insight and behavioural data to inform marketing, commercial and operational choices.
• Spot opportunities to enhance the guest experience through technology, AI and automation.
• Lead innovation work from early concept through to delivery.
• Stay closely informed on hospitality, food, technology and consumer trends, bringing in ideas that strengthen the proposition.
• Work with venue teams and internal stakeholders to raise digital capability across the business.
• Oversee digital platforms, technology vendors and agency partnerships.
• Create reporting structures, KPIs and performance dashboards that demonstrate commercial impact.
• Support the broader marketing team by improving marketing technology, customer journeys and campaign performance.
• Prepare and present innovation plans and business cases to senior leadership.

About you

You are likely to be highly observant, commercially minded and comfortable questioning established ways of working. You should be able to move between strategic thinking and hands-on delivery, with confidence in topics such as customer journeys, digital platforms, loyalty, AI, commercial performance and operational improvement.

• Substantial experience in a senior role covering digital, CRM, loyalty, innovation or marketing leadership.
• Background in hospitality, leisure, retail or another consumer-facing environment where guest or customer experience is central.
• Strong commercial judgement and evidence of delivering measurable business outcomes.
• Experience leading cross-functional change and digital transformation initiatives.
• Deep understanding of CRM, lifecycle marketing and loyalty programmes.
• Strong analytical ability and confidence using customer data to guide decisions.
• Experience working with agencies, technology partners and external suppliers.
• Excellent stakeholder management and influencing skills.
• Strong interest in hospitality, food, consumer behaviour and emerging trends.
• Creative mindset, curiosity and a drive to keep improving how businesses operate.

Success measures

Performance will be judged not just by project delivery, but by the outcomes those projects create for the business.

• Delivered a clear digital transformation roadmap with measurable commercial impact.
• Improved the end-to-end digital guest journey across all customer touchpoints.
• Raised CRM engagement, loyalty membership and customer retention.
• Increased guest frequency, spend and lifetime value through data-led initiatives.
• Introduced new technology, AI and automation solutions that improve efficiency and customer experience.
• Delivered innovation projects on schedule, within budget and with strong stakeholder support.
• Enhanced reporting, insight and marketing technology capabilities across the business.
• Built strong cross-functional relationships that embed innovation into day-to-day decisions.
• Helped position the business as a leader in digitally enabled hospitality experiences.

Why this opportunity stands out

This is a chance to join an ambitious hospitality business during an exciting period of growth. You will have real ownership, strong influence and the freedom to shape how technology, customer experience and innovation support the organisation’s future.

For someone who enjoys combining hospitality, digital transformation, customer insight and commercial thinking, this is an opportunity to make a meaningful and lasting contribution.

Additional information

Closing date: Friday 31st July 2026.

All applicants will receive a reply and an update on their application after this date.

Because of the high volume of interest, applications and CVs cannot be accepted through individual messages or email.

Working arrangement

The role is based in Central London and follows a typical pattern of four days in the business and one day working from home each week.