Director of Digital Customer Experience

Smoothie King • Coppell, TX

3d

About The Position

If you’re looking for a purpose and not just a job, join the Smoothie King team and turn your purpose into a fulfilling passion! We're not just the pioneers of the nutritional smoothie; we're the champions of inspiring people to live a healthy and active lifestyle. With over 1300 stores and counting, we’ve grown to become the largest nutritional smoothie bar in the nation, with a simple recipe for success: Hire the best people, use the best ingredients, and blend with a purpose. At Smoothie King, we're serious about our clean ingredients and passionate about our guests' health and wellness journeys—but that doesn't mean we don't know how to have a good time. Here, you'll find work that's equal parts challenging and rewarding, all within a culture that's as amazing as our smoothies. We're committed to continuous improvement, achieving our goals, and fostering a supportive and collaborative environment where every team member can thrive. Overview The Director of Digital Customer Experience is the powerhouse behind increasing loyalty program acquisition for the mobile app and oversees the national and local marketing execution for all digital marketing execution. From our digital channels to our in-store experience, this leader juggles multiple agency partners including loyalty vendor, SEO, and digital media to ensure everything aligns with our brand vision. This role also leads a team of loyalty product owners and digital operation specialists while serving as the brand champion for franchisee marketing needs. Digital Growth Leadership: Own the Healthy Rewards membership acquisition, retention, and engagement through app, web, and digital media ecosystems. Leverage CRM, personalization, and automation to deepen guest loyalty and increase frequency. Omnichannel Experience Optimization: Develop and execute a seamless, frictionless guest journey from digital discovery to in store fulfillment. Partner cross functionally to eliminate barriers across ordering, payment, pickup, and loyalty redemption experiences. Data Driven Decision Making: Craft and leverage data into actionable insights. Partner with Business Insights and Finance to measure the effectiveness of campaigns, optimize spend, and inform strategic decisions that drive guest lifetime value. Loyalty & CRM Management: Lead the loyalty product roadmap and marketing automation strategy. Collaborate with Punchh, Olo, and Braze (or relevant partners) to deliver timely, relevant communications and rewards that motivate behavior change. Digital Operations & Franchise Enablement: Lead execution of national and local campaigns, ensuring consistent digital activation and reporting. Provide scalable tools, training, and templates that empower local marketing success. Agency & Vendor Management: Manage multiple external partners including loyalty, media, SEO, and app development vendors to ensure alignment with business goals, brand standards, and digital performance KPIs. Cross Functional Collaboration: Work closely with Marketing, Operations, IT, and Finance to align initiatives, ensure systemwide readiness, and deliver unified brand experiences that drive sales and loyalty. Budget & Performance Accountability: Track and manage digital marketing budgets and KPIs, balancing short term performance with long term brand growth. Ensure transparency and ROI across all initiatives.

Requirements

• A Bachelor’s degree in Marketing, Advertising, or Digital, preferred.
• At least five (5) years’ experience working in marketing-based roles in consumer marketing, retail, hospitality, and/or media field.
• Minimum five (5) years’ managerial experience.
• Proficiency in Microsoft Office Suite (Word, Outlook, PowerPoint, Excel).
• QSR experience highly preferred.

Nice To Haves

• Personal passion for health and fitness is a plus.

Responsibilities

• Excellent communication skills, capable of engaging with all levels of the organization.
• Strong analytical and problem-solving abilities with keen eye for marketing performance.
• Self-starter with ability to work independently.
• Friendly attitude in the face of adversity.
• Ability to thrive in a fast-paced environment while managing multiple projects.
• Ability to work cross-functionally and to coordinate communication across diverse work groups.
• Collaborative leader who values teamwork over individual recognition.
• Deep understanding of social media platforms, content strategies, and best practices.
• Promote the culture, values, and mission of Smoothie King.

Benefits

• Join our team and enjoy an unusually fun work environment with an upbeat atmosphere and great team members.
• It is our purpose to maintain an environment our team members can brag about, where our focus and belief are built on our core values: We Are Better Together, We Keep Evolving, We Live Our Mission, We Do the Right Thing, and We Focus and Finish.
• With our core values at the forefront of every decision we make, it allows for collaboration, passion, and a no-limits mindset when it comes to your future!
• We keep our team happy with our great benefits package, free smoothies, flexible work schedules, office lunches and parties, monthly fitness challenges, free gym access, and more fun activities to make Smoothie King a happy and healthy place to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees