Starbucks Job - 44834934 | CareerArc
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Company: Starbucks
Location: England, United Kingdom
Career Level: Mid-Senior Level
Industries: Food, Beverage


Job Purpose and Mission 

At Starbucks we understand the advantages of excellent customer experience, and how it drives brand loyalty and digital adoption. 
Starbucks are prioritising the acceleration of digital services that drive customer acquisition, and retention through loyalty programmes in all markets across the EMEA region, and the associated digital experiences that customers have come to expect. 
Starbucks is a business built on human connections, where the Digital Customer Experience & Loyalty team find opportunities to inspire and delight our customers at every digital touchpoint.  We look to understand our customers feelings as they interact with our brand, their needs from our brand, and we strive to remove the pain-points at every interaction; innovating and driving experiences which are effortless and filled with best moments.

The team's core KPIs are to grow Active Membership of Starbucks Rewards, grow Revenue through Starbucks Rewards, and grow Revenue through Starbucks Delivers.  The digital customer experience for Starbucks Delivers, designed in partnership with our delivery aggregators and delivered as part of this role, is central to driving these measures of success.

Key Job Dimensions & Scope of Role 

As Digital Customer Experience Manager for Starbucks Delivers, you will be responsible for defining and driving a best -in-class cross channel digital experience for our Starbucks Delivers customers.  The role is London-based with occasional travel throughout the EMEA region.

The Digital Customer Experience Manager (Starbucks Delivers) will:

  • Report into the senior manager for Digital Customer Experience 
  • Work in unison with the other Digital Customer Experience managers in the team to ensure we provide a seamless end-to-end experience, for Starbucks customers
  • Collaborate closely with delivery aggregators to define workable solutions for the desired Starbucks Delivers experience
  • Communicate insights from the Delivers channel to Licensees and internal teams.  Educate on best practices and implement quick wins where applicable
  • Drive conversations with senior stakeholders across EMEA markets and licensees to align business drivers, KPIs and requirements for Starbucks Delivers
  • Work with our customer research partners to understand our customers' goals  
  • Use digital analytics to review customer behaviour and identify pain points across Delivers journeys  
  • Manage a process of UIUX discovery and design to identify and define CX opportunities which better meet customer needs and resolve pain points 
  • Be the point of contact for identifying and communicating customer needs and pinpoints across your journey's digital touchpoints 
  • Collaborate closely with the Starbucks technology and operations team to drive through the digital capabilities required to mature and optimise your journeys.  

Knowledge, Skills and Experience 

  • Degree calibre candidate
  • Experience of managing digital customer journeys  
  • Highly experienced in defining requirements in the digital technology space
  • Working knowledge of Delivery services and experience shaping these experiences
  • Experience of Mobile & Web applications, UX design/delivery, ideally in the retail or hospitality sector 
  • Proven ability to work with external technology teams (developers, system integrators, architects) to shape development & delivery sprints (both in an agile and waterfall environment)
  • Creative but pragmatic thinker with ability to demonstrate flexibility and adaptability
  • First-rate collaboration skills 
  • Ability to present ideas, their associated business & commercial value, results, and secure buy-in at senior stakeholder level
  • Stakeholder management at all levels, both internal and external 
  • Ability to build relationships and galvanise individuals in virtual teams for delivering common objectives 
  • Ability to design and drive requirements workshops, and demonstrable experience with prioritisation of requirements in contentious settings 
  • Experience of delivering complex projects successfully within a matrix organisation 
  • Able to navigate through ambiguity in a large, complex multi-national. 

Job Qualifications

Key Contacts/Relationships
Key Contacts – Internal

  • Digital Customer Experience & Loyalty team
  • Marketing & Product team
  • Regional Technology 
  • Retail Operations
  • Food Safety team 
  • Legal
  • Global Digital Customer Experience & Loyalty team     

Key Contacts – External 

  • Delivery aggregators across the EMEA region
  • Customer experience and marketing agencies
  • Research and analytics agencies
  • Geo and licensed operators in EMEA
  • Technology vendors

This job description is only a summary of the typical functions of the role and is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties that may be required. Management reserves the right to amend the responsibilities, tasks, and duties of the jobholder as dictated by business requirements.

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