Head of Digital

Location: melbourne
Job Type: permanent
Salary: Competitive
Contact: Nicole Cooke
About the Company

Signature Hospitality Group SHG is a national leader in the hospitality industry, with a growing portfolio of 50 venues across The Sporting Globe, TGI Fridays, and Varsity. Renowned for bringing American restaurant and bar culture to Australia, SHG is a trailblazer in loyalty, digital transformation, and customer experience innovation.
With a strong focus on digital engagement, SHG is investing in MarTech, first-party data, and AI-driven automation to elevate customer retention and loyalty.

About the Role

This is an exciting opportunity to lead digital innovation, loyalty, and CRM strategies for one of Australia’s most recognised hospitality brands. Reporting to the CMO, you’ll play a pivotal role in:
  • Driving omnichannel customer engagement and loyalty program growth
  • Owning and optimising MarTech platforms (Braze CRM, mParticle CDP)
  • Leading a team across Loyalty & Customer Experience
  • Developing and executing performance marketing, SEO/SEM, and paid media initiatives
  • Leading data-driven decision-making and digital transformation projects
With succession planning on the horizon, this role offers a clear path to expanded leadership responsibilities.

Key Responsibilities
  • Develop and implement a comprehensive digital & CRM strategy to enhance customer retention and engagement
  • Manage and optimise first-party data, ensuring a seamless omnichannel customer experience
  • Oversee personalisation and automation of customer journeys using Braze (CRM) & mParticle (CDP)
  • Lead SEO, SEM, and paid media strategies, working closely with agencies and internal teams
  • Drive app and loyalty program engagement, ensuring continuous optimisation and growth
  • Monitor and report on CRM, loyalty, and digital performance metrics, providing strategic insights
  • Lead AI-driven personalisation and automation to futureproof SHG’s digital marketing capabilities
  • Collaborate with Finance, IT, and Digital Developers to ensure alignment with business goals
  • Mentor and develop the Loyalty Manager & CX Supervisor, fostering a high-performance culture
  • Manage agency relationships with a long-term vision to bring performance marketing in-house
About You

We’re looking for a data-driven, strategic leader who thrives in a fast-paced, customer-focused environment. You’ll bring:

Experience & Technical Skills
  • Strong background in digital marketing, CRM, or loyalty marketing
  • Experience in hospitality, QSR, sports, or high-frequency customer engagement industries is preferred
  • Proficiency in Braze (CRM), mParticle (CDP), Google Analytics, and performance marketing tools
  • A deep understanding of SEO, SEM, paid media, and omnichannel strategies
  • Strong data analytics and segmentation skills to optimise marketing initiatives
 Leadership & Strategic Thinking
  • A proven track record in mentoring and leading teams
  • The ability to translate data insights into strategic marketing decisions
  • Experience working cross-functionally with internal stakeholders and external agencies
  • A forward-thinking, innovative mindset, with a focus on digital transformation
Culture

At Signature Hospitality Group, we’re all about innovation, collaboration, and a customer-first mindset. We foster an engaging, dynamic, and forward-thinking work environment where creativity thrives, and digital excellence is at the core of everything we do.
As part of SHG, you’ll be leading cutting-edge digital transformation projects while working with passionate, like-minded professionals who share your ambition.
 
Apply

If you’re ready to take the next step in your digital and eCommerce career, apply now or contact Nicole Cooke at nicolec@sde.com.au or 0483 953 976 for more details.
If this role isn’t quite the right fit, but you’d like to explore other opportunities, feel free to connect with Nicole on LinkedIn.
 

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