Head of Digital Marketing, CRM and Loyalty

Job DescriptionThe Role: Head of Digital Marketing, CRM and LoyaltyThe Restaurant: This is a Support Office roleThe Location: 16 Kirby St, Farringdon, London, EC1N 8TSThe Salary: up to £75k per annum.Why work for us:Top rate industry leading payDiscount in all of our restaurants – 50% off all day, every dayExclusive discounts and cashback options at a range of retailers and cinema tickets at great prices courtesy of LifeWorks AppWagestream – access to the Wagestream money management app that lets you track your earnings throughout the month, instantly access up to 40% of your pay as soon as you earn it and save directly from your salaryAccess to a confidential Employee Assistance Programme (EAP) with a 24/7 helpline and the opportunity to have 6 hourly sessions with a trained Counsellor for freeAccess to WeCare – a solution designed to support your mental, physical, social and financial wellbeing. You will have access to 24/7 UK-based online GP appointments, mental health counselling, a get fit programme, legal and financial guidance plus much moreLong Service AwardsHoliday that increases with length of serviceAccess to our training platform D&D Connect with resources to develop your skills and knowledgeAn optional paid day each year to give back and volunteerRecommend a Friend schemeWho we are:At D&D London we are passionate about all things food and drink. We strive to deliver quality in everything we do, each time we do it. With over 30 diverse venues across six cities including London, New York and Paris - there is a restaurant for every occasion. Each of our sites pride themselves on the unique designs, the freshest produce and the most exclusive settings. Founded in 2006 by David Loewi, the mission has always been the same, to provide each and every guest with a luxury experience when stepping foot into our restaurants, bars and hotel. Through the years we have paved the way in the luxury dining scene, acquiring some of the most iconic venues in London and beyond, venues such as Bluebird Chelsea, 100 Wardour St, Quaglino’s, 20 Stories, Orelle and South Place Hotel.A bit about what you will be doing:As focus shifts towards strengthening our digital proposition and improving the effectiveness of the tech-stack, we are looking for an exceptional talent with an unparalleled digital marketing skillset, someone who can think strategically but is execution-focused and can adapt tactically to fluctuating market needs and trading conditions. Someone proactive, not afraid to challenge the status quo and GETS THINGS DONE.The successful candidate will:Require excellent business acumen and have a proven track record of leveraging and optimising the key drivers of both customer acquisition and retentionHave a relentlessly customer-focused mindsetCombine strong analytical skills with the ability to turn data into actionable insights and creative solutionsUnderstand the need to nurture, grow and protect our brandsThis role will require a strong leader who has a holistic view of not only the digital marketing and CRM but encapsulating the entire customer journey.The role will be tasked with meeting trading objectives, whilst continuously developing and driving tailored initiatives through our digital channels to increase customer engagement, enhance brand propositioning and drive ROI – so we are looking for a big thinker with real commercial nous.RESPONSIBILITIES:Lead the overall digital marketing strategy and oversee execution of plans, analysis and insight of digital marketing and CRM initiatives, to engage with new and drive frequency of existing audiencesManage the digital roadmap, driving continual innovation and delivering best in class creative campaigns, aligned to business and brand objectivesOversee the management of the group and individual restaurant digital marketing budgets, defining the annual and monthly paid digital media plans, including setting agency/team objectives to deliver ongoing growthOversee the development and relaunch of our loyalty programmeLead the development and oversee execution of marketing initiatives to support our e-commerce (Gift Shop) performance. Drive greater ROI from existing tactical activitiesOversee end-to-end management of all digital channels and systems including oversight of existing agencies. Review the existing tech stack and make recommendations for platforms/agencies for more effective and personalised communications and richer customer dataLead ongoing review of CRM / loyalty landscape, monitoring trends and industry best practice, driving developments across all our digital marketing channels to improve customer experience and conversionInterrogate existing, and explore additional, sources to generate rich customer data, both quantitative and qualitative, including but not limited to campaign analysis, data mining, web analytics, test & learn initiatives and translate into actionable recommendations to optimise user experience and improve ROIProvide leadership and day to day management for the digital/CRM team, as well as the broader restaurant marketing team, improving individual performance and optimising digital/CRM initiatives through effective feedback and coachingDevelop strong relationships with key stakeholders across the business to ensure a truly integrated approach to digital and allow digital to influence decisions in other business areasREQUIREMENTS:Proven experience in a senior digital marketing role, with in-depth knowledge of performance marketing, CRM and loyaltyDemonstrated success of working to commercial targets, driving revenue, traffic and customer engagementProficiency in using analytical tools and platforms to assess campaign performance and make data-driven decisionsEvidence of ability to lead, motivate and inspire a team both in digital but also in across wider marketing team and broader businessUp-to-date knowledge of the latest trends and best practices in digital marketingStrong analytical, data-driven and results-oriented mindset, with a relentless customer focusA self-starter with exceptional organisational skills and strong sense of discipline, with evidence of prioritising and structuring tasks/ time efficientlyAdaptable, comfortable working at pace and dealing with ambiguityExcellent communication and interpersonal skills, great at building relationships within the businessEvidence of operating and presenting at a senior level, with the ability to distil and convey key informationIf this sounds like the perfect role for you, we would love to hear from you!D&D London is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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