Senior Vice President - Digital

Purpose

The purpose of the Senior Vice President Digital is to lead all Digital Omni Channel and store and restaurant Operations efforts for the company in North America across all lines of business (Food & Beverage and Retail).

Essential Functions

Digital Strategy, Roadmap, and Implementation. In partnership with North America (NA) IT, Operations, Marketing, and the global Digital function, leads digital strategy design and implementation and ensures the support and implementation of customer and business requirements

• Leads digital strategy roadmap, plan, and execution
• Manages customer experience design and implementation
• Develops, in consultation with senior leadership, KPI’s and analytical requirements and standards, reporting, and proper procedures to share program success
• Digital Omni Channel. Designs and manages virtual customer touchpoints as part of the company’s Omni Channel global product portfolio
• Supports Omni Channel product requirements in the product design process, in partnership with the global digital function and the rest of the business
• Manages Omni Channel products in North America, including E-Commerce and Loyalty Programs
• Ensures top tier content delivery and establishes protocols for regular updates, edits, and changes
• Coordinates relevant activities with Marketing (such as partnerships, social media, and promotional plan)
• Participates in the establishment of a NA Customer Resource Management (CRM) program
• Digital Operations. Designs and manages the digital customer journey through all “on-site” endpoints, including Point of Sale, Self-Order, Self-Checkout, QR Codes, Mobile Pay, and other digitally enabled customer interactions
• Leads customer journey mapping across disciplines, brands, and all digital channels
• Develops requirements and design, in partnership with IT, Marketing and Operations
• Guides Operational deployment, training, and implementation of the customer journey enablement through on-site endpoints
• Manages Smart store program
• Directs digital product promotions/activations in partnership with Commercial

Reporting Relationship

• The SVP Digital NA reports into Deputy President & CEO, with a dotted line reporting relationship to Global Chief Digital & Customer Officer

Interdependencies

• IT, Commercial, Operations, and the global digital function

Minimum Qualifications, Knowledge, Skills, and Work Environment

Education and Experience

The combination of education and professional experience must exceed 15 years

• In a leadership role: Requires 10 years of experience leading a senior level team of operations, digital marketing, or direct-to-consumer digital programs professionals engaged in developing and executing Digital programs
• In a technical role: Requires 10 years of Operations, creative IT, IT marketing, or other experience engaged in developing and delivering technology-centric digital programs in the retail or food & beverage industry
• A bachelor’s degree in a program related to the functional area can count for 3 of the ten-year requirement
• An MBA or a master’s level degree in a program related to the functional area can count for an additional 2 years of the ten-year requirement
• In the industry: 3-5 years of Hospitality, F&B and/or Retail experience #### Specialized Training
• Training that leads to an in-depth understanding of the app development and optimization in digital programming or applications development, or significant knowledge in retail and restaurant environments.
• Knowledge of state and federal digital privacy regulations and statutes #### Specialized Skillset/Competencies/Traits
• Highly advanced business acumen and also has the strategic mindset required to understand the long-term implications of digital management decisions and to advance the organizations goals
• Demonstrated history of anticipating and balancing the needs of the business with the needs of complex stakeholders, the employee population, and individual circumstances
• Demonstrated history of creating and maintaining positive work environments through coaching, developing, and leading teams to achieve common goals
• Demonstrated experience exhibiting a continuous improvement mindset with the ability to optimize work processes and achieve positive results

Location/Travel

• This position can be based out of either the Bethesda, MD or East Rutherford, NJ office
• This position requires up to 25% travel in North America

Disclaimer

All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis. Dufry, Hudson, and HMSHost are equal opportunity employers and do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.