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The Sr. Director - Digital Guest Experience is responsible for defining and delivering the vision, roadmap, and KPIs for the end-to-end digital guest strategy at Dunkin’, inclusive of consumer-facing digital solutions (e.g., app, kiosks, digital menu boards, etc.), the customer loyalty program, and customer communications through owned channels (e.g. email, push). In this role you will oversee nine team members, responsible for driving digital performance via opportunities to achieve revenue targets, conversion goals, and a positive guest digital experience. This role will serve as the digital and loyalty SME for Dunkin’ to inform the business, franchisees, and critical stakeholders on digital and loyalty best practices, emerging trends, and competitor performance and will work with cross-functional teams in Marketing, Product Management, and Technology to prioritize and deliver against the strategy. The position reports directly to the VP - Digital Guest Experience and is based in Boston, MA.

RESPONSIBILITIES

• Develop the on and off premise strategy within the context of digital and owned channels, identifying growth and optimization opportunities

• Develop the digital guest technology roadmap in partnership with critical cross-functional teams, and own the financial analysis for any proposed solutions

• Collect market intelligence on digital/loyalty trends across competitors to identify gaps and opportunities to improve capabilities

• Partner with internal stakeholders and restaurant operations teams to capture requirements and capabilities required for critical business initiatives 

• Own the ongoing analysis of product solutions to identify and quantify improvement opportunities and downstream business impacts

• Provide thought leadership and subject matter expertise for all digital and loyalty solutions

• Define holistic marketing strategy for digital customers to drive activation, engagement, retention and incremental sales across digital channels

• Own prioritization of all offers and promotions through digital channels

• Identify opportunities to evolve and elevate the rewards and/or loyalty program value proposition and structure

• Partner with Analytics team to measure success of digital engagement, loyalty program health and marketing tactics; make improvements to increase customer engagement and lifetime value

• Provide clear communication of digital, loyalty and owned marketing strategy and performance with internal stakeholders (leadership and franchisees)

EDUCATION & EXPERIENCE QUALIFICATIONS

• 4 Year / bachelor’s degree

• 10 years of e-commerce strategy, digital marketing, CRM and/or loyalty experience

• A minimum of 5 years’ experience in the B2C e-commerce space (hospitality experience is a plus)

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• Demonstrated people leadership skills proven in fostering a positive and productive working environment

• Proven ability to influence decisions and drive change

• Experience with e-commerce businesses and the high-level processes and technologies involved

• Experience in CRM and/or loyalty space and managing complex initiatives

• Demonstrated experience with analytical and critical thinking skills; ability to use data to break down complex problems and formulate plans

• Excellent verbal and written communication skills for interaction with leadership, peers, staff, and vendors

• Superior problem-solving skills, project management, multitasking, focus on detail and comfortable taking ownership of assigned tasks

• Availability to travel up to 10%

 

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.



We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.