Krispy Kreme's
Manager, Digital Consumer Experiences is responsible for shaping and optimizing Krispy Kreme's end-to-end digital guest experience across our owned digital ecosystem, including KrispyKreme.com, mobile app, kiosks, and emerging digital touchpoints. This role partners across Marketing, Digital Product, Technology, Operations, Customer Care, and Analytics to identify opportunities, prioritize enhancements, and deliver frictionless digital experiences that drive guest satisfaction, engagement, loyalty, and profitable growth.
This role is equal parts digital product owner, customer experience strategist, and cross-functional project leader-ensuring every digital interaction reflects the Krispy Kreme brand while delivering measurable business results.
A TASTE OF WHAT YOU WILL BE DOING:Digital Consumer Experience Strategy
- Own the roadmap for improving the end-to-end digital guest experience across Krispy Kreme's owned digital channels.
- Continuously identify friction points throughout the digital customer journey and develop solutions that improve usability, conversion, and guest satisfaction.
- Champion a guest-first mindset across digital initiatives, balancing business objectives with consumer needs.
Website & Mobile Experience
- Partner with the Technology team to prioritize enhancements to KrispyKreme.com and the mobile app.
- Manage ongoing optimization of navigation, merchandising, ordering flows, account management, checkout, and post-purchase experiences for both guest users and Krispy Kreme rewards members.
- Ensure digital experiences consistently reflect Krispy Kreme's brand standards and campaign priorities.
- Support implementation of new digital capabilities and features from concept through launch.
- Manage vendors and lead efforts around Search Engine Optimization and listings management systems, driving traffic to our website/app and ordering funnel.
Digital Merchandising & Commercialization
- Partner with the Brand team to bring campaigns, new product launches, and promotions to life across digital channels.
- Ensure products, offers, and merchandising are accurately represented and optimized throughout the customer journey.
- Coordinate cross-functional readiness for launches across Marketing, Operations, and Technology.
Analytics & Reporting
- Own reporting and performance tracking across Krispy Kreme's owned digital channels, monitoring key KPIs including traffic, conversion, average order value, guest engagement, retention, and digital sales.
- Develop and maintain dashboards that provide clear visibility into digital performance, customer behavior, and experience health for marketing and cross-functional leadership.
- Analyze customer journey data to identify friction points, drop-off opportunities, and areas for optimization across web, app, and loyalty experiences.
- Translate data into actionable recommendations that improve conversion, guest satisfaction, and business performance.
- Monitor A/B tests and experimentation efforts, providing insights and recommendations to continuously improve the digital experience.
- Provide regular business updates and executive-ready reporting on digital health, key initiatives, and optimization opportunities.
YOUR RECIPE FOR SUCCESS: - Bachelor's degree in Marketing, Business, Digital Commerce, or related field.
- 5-8 years of experience in digital marketing, ecommerce, digital product management, customer experience, or related disciplines.
- Experience managing digital consumer experiences across web and mobile platforms.
- Strong understanding of ecommerce best practices, UX principles, and digital merchandising.
- Demonstrated ability to lead cross-functional initiatives involving Marketing, Product, Technology, and Operations.
- Experience interpreting digital analytics and translating insights into action.
- Excellent communication, project management, and organizational skills.
- Experience with restaurant, retail, QSR, or omnichannel consumer brands.
- Familiarity with loyalty programs and CRM ecosystems.
- Experience working with agile product development teams.
- Knowledge of A/B testing, personalization, and digital optimization tools.
- Experience with platforms such as Adobe Analytics, Google Analytics, Content Management Systems, ecommerce platforms, or mobile app ecosystems.
*The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. The official job description will be provided during the application/interview process.
BENEFITS:- Comprehensive benefits (medical, vision, and dental insurance)
- Employee discount program
- 401K plan
- Generous PTO Plan
- Company events
- Education Reimbursement
- Adoption Assistance
- Life Insurance
- FSA/HSA Plans
- Pet Insurance
Learn more at www.kkbenefits.com
