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Head of Customer Experience - Digital

  1. Greene King
  1. Full time
  2. London

London Office,London,NW1 3AU

Competitive Salary + Bonus + Car

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Job description

This vacancy has now expired. Please see similar roles below...

Company Description

As a Head of Customer Experience (Digital) you will be responsible for creating and executing the Digital Strategy for the Greene King Pubs division – working hand in hand with the Group Digital Function to optimise the success of all products, channels and platforms, delivering increases in customer base, frequency and digital engagement – all of which drive commercial impact. They will work closely with multiple teams, including Finance, Operations, and the Integrated Marketing and Growth Strategy teams within the Marketing Department

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

Additional Information

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

  • The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
  • Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
  • Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
  • Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
  • Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
  • Wagestream – access your wage before payday for when life happens.
  • Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

Job Description

Your role as Head of Customer Experience (Digital)  will be varied and may change with the requirements of a fast moving and growing Managed business

  • Manage a high performing team that is delivering commercial revenue through digital channels for Greene King Pubs
  • Create, Deliver and Analyse an overall Digital strategy for Greene King Pubs that drives both customer and commercial success
  • Work with the central Digital team to understand new platforms, technology CI plans, and best position the Division and Marketing teams to maximise these developments and achieve projected benefits – leading with a customer first viewpoint
  • Work with other departments and partner agencies to ensure cross-platform execution and activation of omni-channel marketing campaigns
  • Work closely with the Head of Growth and Head of Integrated Marketing to design a digital strategy that meets marketing goals for lead, opportunity, and pipeline development
  • Develop business cases and communicate product strategy and roadmap to senior audiences
  • Create and manage reporting process to measure the effectiveness of digital campaigns – working with the Digital Analytics team, manage campaign metrics and analytics reporting, including google analytics. Uncover untapped opportunities through analysis of trends and data

What you’ll bring… 

  • An excellent knowledge of digital marketing channels and strategies
  • Excellent project management skills and ability to lead cross-functional teams
  • Strong decision-making skills based on data-driven insights
  • Ability to work well with others and at times independently
  • Proactive attitude who is willing to take ownership for their work and the results that come from it
  • A passion for pubs with plenty of energy!
  • Lead, mentor, and empower people on the team and across the marketing department;
  • Own and proactively identify issues and drive resolutions end-to-end;
  • Engage and support communications activities with senior stakeholders
  • An analytical mindset and critical thinking;
  • Proven performance in digital marketing strategies to target, engage, and acquire audiences;
  • Spirit of curiosity and “how stuff works.”



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