Head of Digital Transformation & Innovation

About the role

We are partnering with an experience‑led hospitality business in Central London that is investing heavily in digital innovation and commercial growth. As Head of Digital Transformation & Innovation you will sit at the intersection of technology, guest experience and commercial strategy, shaping how customers interact with the brand.

Key responsibilities

• Own the end‑to‑end digital guest journey and continuously improve every touchpoint.
• Develop and execute a digital transformation roadmap across the organisation.
• Lead CRM and loyalty strategy to drive acquisition, engagement, retention and lifetime value.
• Use customer insight and behavioural data to inform marketing, commercial and operational decisions.
• Identify and implement technology, AI and automation solutions that enhance guest experience and operational performance.
• Manage innovation projects from concept through to implementation.
• Partner with venue teams, suppliers and agencies to raise digital capability.
• Create reporting frameworks, KPIs and dashboards that measure commercial impact.

Required profile

• Proven experience leading digital transformation initiatives in a hospitality or related consumer‑facing environment.
• Strong commercial mindset with a track record of delivering measurable business outcomes.
• Excellent stakeholder management skills, able to influence senior leadership across Marketing, Operations, Sales, Finance and People.
• Curiosity about emerging technologies, hospitality trends and data‑driven decision making.

Required skills

• Experience with CRM platforms and loyalty programmes.
• Knowledge of AI, automation and customer insight tools.
• Ability to manage digital platforms, technology suppliers and agency relationships.

What we offer

• Competitive salary of around £70,000 plus bonus and benefits.
• Hybrid working model – 4 days onsite, 1 day remote per week.
• Opportunity to shape the digital future of a leading hospitality brand.