10+ years of combined experience in digital leadership and technical roles, with at least 5 years supervising a team.
3-5 years of experience in Hospitality, Food & Beverage, or Retail industries.
Deep knowledge of guest-facing technologies and omnichannel experiences.
Strong understanding of digital product strategy and customer journey design.
Proven ability to lead large-scale change management initiatives.
Responsibilities
Lead the development and execution of in-store digital strategy for Retail and Food & Beverage.
Own the lifecycle of in-store digital products from evaluation to optimization.
Collaborate with Operations, IT, Finance, and Marketing to enhance guest experience and operational efficiency.
Establish and govern a portfolio of digital initiatives, balancing priorities and resource allocation.
Identify opportunities to improve revenue and guest satisfaction through technology.
Drive company-wide change management for successful implementation of digital programs.
Monitor industry trends and emerging technologies to maintain market leadership.
Build strong relationships with executive leadership and stakeholders to align digital initiatives with business objectives.
Benefits
Remote work flexibility with approximately 50% travel required.
Opportunity to lead and mentor a high-performing team.
Engagement with cutting-edge digital technologies and innovations.
Collaboration with diverse teams across various business functions.
Potential for significant impact on guest experience and operational efficiency.
Full Job Description
Purpose: The Senior Director of In-Store Digital leads the development, execution, and continuous optimization of the company's in-store digital technology portfolio across both Retail and Food & Beverage. By advancing scalable, guest-facing solutions - such as QR Code Order & Pay, Self-Order Kiosks, and Self-Checkout - and aligning technology strategy with business needs and operational execution, this role drives adoption, improves guest experience and labor efficiency, and supports measurable revenue growth across the company.
Essential Functions:
Leads the development and execution of the company's in-store digital strategy across both Retail and Food & Beverage, translating business objectives into actionable projects, priorities, and measurable outcomes
Owns the lifecycle of in-store digital products and platforms, including identification, evaluation, pilot testing, deployment, adoption, and continuous optimization
Partners with Operations, IT, Finance, Marketing, and external vendors to deliver scalable in-store solutions that enhance guest experience, improve operational efficiency, and revenue
Establishes and governs a portfolio of in-store digital initiatives, balancing business priorities, resource allocation, risk management, and return on investment
Identifies opportunities to improve revenue, labor productivity, transaction speed, guest satisfaction, and operational efficiency through technology
Leads company-wide change management efforts, ensuring successful implementation, training, adoption, and sustained operational accountability for in-store digital programs across restaurants and retail
Monitors industry trends, emerging technologies, consumer behaviors, and competitive advancements across restaurants, retail, travel, and self-service experiences to identify innovation opportunities and maintain market leadership
Aligns in-store digital initiatives with business objectives by building and maintaining strong relationships with executive leadership, operational stakeholders, airport partners, and technology providers, and communicating strategy, performance, and investment recommendations
Leads, develops, and mentors a high-performing team, fostering a culture of innovation, collaboration, accountability, and continuous improvement
Reporting Relationship: The Senior Director of In-Store Digital reports to the Senior Vice President of Digital
Interdependencies: Operations, Information Technology, Marketing, Finance, external technology vendors
Minimum Qualifications, Knowledge, Skills, and Work Environment :
Education and Experience: The combination of education and professional experience must exceed 10 years:
In a leadership role: Requires 5 years of experience supervising a team of digital professionals
In a technical role: Requires 10 years of experience engaged in developing and implementing in-store digital user experience tools in a high-volume environment
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, Food & Beverage, or Retail experience
Specialized Training:
Training that leads to deep knowledge of guest-facing technologies, omnichannel experiences, self-service platforms, payment technologies, and retail innovation
Training that leads to strong understanding of digital product strategy, user experience, and customer journey design
Specialized Skillset/Competencies/Traits:
Experience leading or supporting digital platforms across Retail and Food & Beverage environments, including QR code ordering, self-order kiosks, self-checkout, and other guest-facing self-service solutions
Excellent interpersonal and relationship management skills, with confidence and clarity communicating complex concepts to both technical and non-technical audiences
Proven experience leading large-scale change management initiatives, including training, adoption strategies, and driving sustained behavior change across a distributed field organization
Demonstrated experience exhibiting a continuous improvement mindset with the ability to apply new knowledge and skills to evolving business needs and optimize work processes
Highly advanced business acumen and has the strategic mindset required to understand the long-term implications of digital decisions and to advance the organization's 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
