Digital Experience Manager

Purpose: The Digital Experience Manager enhances and deploys in-store technologies ensuring a seamless and consistent user and visual experience across multiple digital platforms.  

Essential Functions: 

• 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 implement 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 

Reporting Relationship: The Digital Experience Manager reports to the Director of Digital Business Solutions 

Minimum Qualifications, Knowledge, Skills, and Work Environment:  

• Education and Experience: The combination of education and professional experience must exceed 5 years: 

• In a leadership role: Preferred 2 years of experience supervising or influencing a team of professionals engaged in executing digital business solutions, operations, or process management  

• In a technical role: Requires 5 years of experience engaged in developing and delivering digital business solutions, operations, or process management 

• A bachelor’s degree in a program related to the functional area can count for 3 of the 5-year requirement 

• In the industry: 3-5 years of Hospitality, F&B and/or Retail experience  

• Specialized Skillset/Competencies/Traits 

• The ability to connect airport plans to the work of the team while providing context, details, and digital solutions 

• 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 a plus 

• Easily navigates the scope of projects with an understanding of the drivers of growth and profitability that impact the overall project’s success 

• The ability to communicate the plans and initiatives to all stakeholders (airport authorities, Operations, brands) with an intuitive grasp to assess, influence, and illustrate products clearly 

• Business acumen and also has the mindset required to understand the long-term implications of digital management planning and to advance the organizations goals 

• Demonstrated history of understanding the needs of the business, 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 

Location/Travel: 

• This position is based at either the F&B Center of Excellence in Bethesda, MD or Retail Center of Excellence in East Rutherford, NJ 

• This position requires up to 20% travel to airport locations and vendor offices 

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.