Jack in the Box has an exciting opportunity as the Head of Digital Guest Experience (DGX)to lead online digital marketing activities and campaigns, including defining, building, and leading the DGX product roadmap, strategy, and execution to provide consumers with a seamless experience across all branded and owned channels that serve to drive incremental sales, restaurant level profitability, improved customer retention, and next generation customer growth. Leadership responsibilities include development and execution of Jack.com, Jack App, Jack Pack Loyalty program, 3rd party aggregator partnerships, virtual brands, and all customer relationship management (CRM) communications.
Partners with leadership and cross functional teams to identify and articulate a short- and long-term digital vision for the brand, prioritize digital initiatives and technology enhancements into an overall roadmap, and drive progress on key initiatives and management of backlogs to further drive mobile app adoptions, usage, and overall digital sales contribution. Leads strategic reviews for new initiatives
with franchise operators.
Builds and leads the DGX Team in developing and roll out of owned digital ordering channels and campaigns to drive top line sales built upon acquisition, retention, enhanced customer loyalty, share of wallet and increased brand awareness. Manages regular reporting and analysis of channel/campaign performance. Oversees and prioritizes projects to achieve company strategic goals and initiatives.
Leads the development and implementation of a long-term, sustainable, go-to-market customer experience strategy and roadmap that identifies and drives incremental sales across all digital channels, including but not limited to, delivery, ecommerce, payment, personalization, and loyalty. Evaluates and optimizes the entire digital guest journey, not only on digital channels, but also how that
journey can be improved in-store via partnership with operations.
Oversees and coaches the DGX team in the design, implementation, and rollout of enhanced DGX functionality and the use of data and insights to develop and optimize value-creating channels, including identifying areas of opportunity through continuous test-and-learn methodologies to meet and exceed overall company sales goals.
Collaborates closely with technology team to support digital marketing development and initiatives.
Partners with Sales Analytics, Finance, Operations, and IT to prioritize key digital initiatives, drive execution and meet deadlines.
Partners with leadership and the field to manage the system-wide rollout of mobile delivery via Olo Dispatch to expand mobiles ordering capabilities and provide the customer with an additional online ordering channel.
Oversees and strengthens DGX vendor relationships to effectively manage costs, mitigate and reduce potential risks, and drive service excellence.
Creates and manages the customer communication calendar including the creation of project briefs and content approval that clearly articulates the Jack in the Box brand story and customer journey, both verbally and visually.
Education – Bachelor’s degree in Marketing, Communications or Business Administration; MBA helpful.
Experience 10-12 years experience leading digital marketing initiatives (website marketing, CRM, email marketing, social media, etc.), including a minimum of 5 years in a management/leadership role. Experience must include a strong understanding of ecommerce, digital financials, strategy development, and franchise business models, preferably in the Restaurant, Retail or Hospitality industry
Physical Requirements – Ability to speak/hear clearly in person and on the telephone. Ability to travel up to 15%-20% of time to restaurants or other locations as business needs require.
Jack in the Box, Inc. and its affiliates will make reasonable accommodations to allow a qualified individual with a disability to enjoy equal employment opportunities and to perform the essential functions of the job. This position description should be applied accordingly.
Brand: Jack In The Box
Address: 9357 Spectrum Center Blvd. San Diego, CA – 92123
Property Description: Jack in the Box Corporate
Property Number: XX9101