Digital Experience Manager

About the Role

Key Responsibilities

• Accountable for enabling digital technology to drive performance and enhance operational efficiency.
• Oversees the implementation of enablement tools, including modern AI tools, that enhance the visual experience.
• Serves as a key liaison and partner to cross-functional team members to improve and integrate the User Experience across all digital platforms including self-order kiosk, QR codes, and other order and pay platforms.
• Implements marketing and loyalty programs ensuring consistent UX/UI experience across digital platforms and omni-channel experience, complies with promotional activity, drives revenue, and interacts with support teams.
• Monetizes and enhances the digital environment where possible, exploring opportunities for ad revenue.
• Develops creative strategies to increase revenue, and implements new operations digital solutions in conjunction with airport-specific strategic initiatives.
• Creates and manages digital tool kit; tracks RFP digital/marketing initiatives and deliverables.
• Communicates operational implications of implementing digital initiatives and tools, and suggests solutions and process improvements.

Requirements

• The combination of education and professional experience must exceed 5 years.
• Preferred 2 years of experience supervising or influencing a team of professionals engaged in executing digital business solutions, operations, or process management.
• Requires 5 years of experience engaged in developing and delivering digital business solutions, operations, or process management.
• A bachelor's degree in a related field can count for 3 of the 5-year requirement.
• 3-5 years of Hospitality, F&B, and/or Retail industry experience.
• Demonstrated understanding of the business industry & IT strategies.
• Proven experience executing and implementing wired and cloud-based technology solutions.
• Experience with AI tools and digital ad management is a plus.
• Ability to connect airport plans to team work while providing context, details, and digital solutions.
• Strong communication skills to articulate plans and initiatives to stakeholders including airport authorities, operations, and brands.
• Business acumen with a long-term digital management planning mindset.
• Experience creating and maintaining positive work environments through coaching, developing, and leading teams.

Nice to Have

• Experience with AI tools and digital ad management.

Qualifications

• A bachelor's degree in a related field (preferred).
• 5+ years of experience in digital solutions, operations, or process management.
• 3-5 years of industry experience in hospitality, F&B, or retail.

Benefits & Perks

• Health, dental and vision insurance.
• Generous paid time off (vacation, flex or sick).
• 401(k) retirement plan with company match.
• Company paid life insurance.
• Tuition reimbursement.
• Employee assistance program.
• Training and career growth opportunities.
• Referral bonus program.