Head of Growth & Guest Experience

We're partnering with a premium consumer and hospitality company that has built a family of much-loved brands across dining, retail, and experiences. Over the last decade they have earned something rare: people came for the food, and stayed for the feeling.

As the business enters its next phase, they are looking for a senior leader to build the layer that deepens that relationship. Someone who can bring together customer data, CRM, loyalty, community, and AI, not as a set of systems, but as a way to make guests feel known, looked after, and genuinely closer to the brand.

This role reports directly to the founders. The operational foundation, the systems that run the business day to day, is already in place, held by a strong internal team. Your job is to build the growth and experience layer on top of it: the part that turns affection into a lasting, connected relationship across every brand.

What You'll Do

• Define and drive the company's guest data, CRM, loyalty, and engagement strategy, with a view of loyalty that is about trust and belonging, not just points
• Build a single, connected view of the guest across brands, channels, and touchpoints, without ever making the experience feel cold or transactional
• Partner with marketing, CX, content, and business teams to deepen customer journeys, retention, and community
• Use AI, automation, and technology thoughtfully, where it genuinely improves marketing, retention, service, and decision-making, never for its own sake
•  Evaluate and bring in the right tools, platforms, and partnerships to support long-term growth, building on the foundation already in place
• Sit with the founders on the bigger questions: what loyalty and community really mean for a hospitality brand, and how technology can amplify hospitality rather than replace it

What We're Looking For

• 6 to 12 years across Product, CRM, Customer Experience, Loyalty, Growth, Martech, or Customer Data
• A track record of building engagement, retention, loyalty, or personalisation initiatives at real scale
• Strong grasp of CRM ecosystems, customer data, and lifecycle marketing, and the ability to turn data into relationships, not just campaigns
• Comfortable combining strategic thinking with hands-on execution, and working through an existing team rather than around it
• Experience in consumer-facing businesses: retail, hospitality, food, D2C, lifestyle, or technology platforms
• Hands-on experience with AI-driven customer experience or growth is a plus, not a requirement
•  Most of all: you think of customers as guests, not data points, and you care about how a brand makes people feel. That instinct matters here more than any single tool on your CV.

Why Consider This Role?

•  A direct partnership with the founders, on something they care about deeply
• The chance to define a brand-new capability, on top of a foundation that is already built, so you are creating, not firefighting
• Real influence over guest experience, loyalty, community, and growth across multiple brands
•  A rare brief: use technology to make a beloved hospitality company more connected and more loved, without losing the warmth that built it

How to Apply

Apply via LinkedIn or write to [email protected]