Director, Digital

THIS IS A CORPORATE POSITION

Job Summary

The Director of Digital Experience is responsible for setting the vision to grow Papa Johns sales and brand equity through our direct digital channels, including papajohns.com and mobile apps. He/she will be responsible for strategy development and innovation to ensure a best-in-class digital experience across each point of the customer journey.

A key element of this role is to provide strategic vision and leadership for one of the critical components of the Brand’s transformation strategy, protecting & growing market share through direct digital channels. This individual will oversee all aspects of the digital direct to consumer strategy, providing supervision of the performance and health of our digital channels.

This individual should be a customer-first advocate who will serve as a liaison across the varying Marketing & Digital functions, including Menu Innovation, Brand Strategy, Revenue Management, and Media, as well as partner very closely with cross functional teams to drive initiatives forward. This role combines sales, marketing, technology, and product management expertise to develop a plan that delivers a superior brand and shopping experience for customers.

Duties and Responsibilities (other duties as assigned)

• Lead Papa Johns overall digital customer journey, Digital Insights, and Post-order experience, delivering a world-class web and app experience that tightly aligns with Papa Johns brand and product strategy.
• Optimize new digital consumer experiences, as well as all existing digital consumer touchpoints, initiating and coordinating use of tools and input such as consumer journey mapping, consumer feedback and consumer testing.
• Maintain a strong understanding of consumer, market, and competitive trends and activities relating to consumer-facing digital experience and technologies. Prepare frequent and timely briefing documentation and presentations for company and functional leadership. And, most importantly, identify actionable opportunities from this understanding.
• Identify new opportunities that will drive revenue, profit and customer engagement that align with our digital strategic vision. Evaluation includes customer need state, competitive context, a "business fit" assessment, ROI modeling and alignment toward our overall technology roadmap.
• Closely monitor channel performance, including analytics, traffic, and product sales performance, providing recommendations to grow Papa Johns online commercial results with respect to top and bottom lines.
• Oversee the product management experience roadmaps to include site/app navigation, information architecture, discovery, customization, checkout, and the post-purchase customer journey. This includes thought leadership around Papa Johns team member experience and how it can be optimized through digital enhancements.
• Contribute analytical rigor with A/B testing, pricing scenarios, and partner with Papa Johns media teams to integrate paid media into a holistic multi-channel approach.
• Create thoughtful business cases, building financial models to validate opportunities and vetting potential partners that enable or accelerate the opportunity.
• Manage Qualitative and Quantitative digital research, including Papa Johns SMG program.

• 7+ years of leading digital experience, including Insights, and digital assets
• Bachelors in Business Administration, Marketing, Operations, focus on digital experience or related field
• Proven track record Appreciation of standards; proven methods and tools to enforce brand identity and consistency across all projects
• Experience in creating consumer focused ordering experience that solves complex design problems providing impact to customers and the business

Functional Skills

• Analytical Skills: effectively uses data to generate insights for operations excellence
• Planning & Prioritization: highest impact, highest value
• Financial & Business Acumen
• Communicates Effectively and Candidly
• Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
• Process Improvement: Strive to continually improve
• Ability to build and leverage talent
• Ability to communicate and influence collaboratively across the organization to align commitment and execution around the customer experience

Our Values

• EVERYONE BELONGS – Diversity, Equity, Inclusion and Teamwork
• DO THE RIGHT THING – Integrity, Character and Community
• PEOPLE FIRST – Customer and Team member Focus
• INNOVATE TO WIN – Think Differently and Lead Change
• HAVE FUN – It’s Pizza, It Has To Be Fun!

• Our Core Competencies
• CUSTOMER FOCUSED - Put the customer’s needs first
• RESULTS DRIVEN – Commit to achieving objectives
• INNOVATIVE MINDSET – Open to new ideas and ways of doing business
• STRATEGIC THOUGHT LEADERSHIP – Engage in logical and systematic thinking
• COLLABORATION – Work together in the most effective way

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.