Digital Experience & App Executive

About the Role
An exciting opportunity awaits for a digitally minded marketer to join as a Digital Experience & App Executive. You will be instrumental in shaping, optimizing, and growing our customer-facing mobile application. Your main goal will be to create engaging customer journeys, improve mobile experiences, and leverage customer insights to implement practical, high-impact improvements.
In this role, you will serve as the Marketing owner and internal coordination point for the mobile application, ensuring it delivers a clear, consistent, and compelling customer experience aligned with the brand, business objectives, and evolving digital strategy.

What You’ll Be Doing

• Act as the Marketing and Customer Experience lead for the mobile application.
• Manage and continuously improve customer-facing app experiences, including content, messaging, journeys, and engagement touchpoints.
• Maintain an overview of the end-to-end tourist journey and identify opportunities to simplify, enhance, and personalize the digital experience.
• Review app journeys to identify friction points, drop-off areas, and opportunities to improve conversion, activation, and engagement.
• Develop clear briefs and requirements for customer-facing enhancements in collaboration with Marketing, Technology, Product, and Operations teams.
• Maintain an ongoing roadmap of customer experience improvements, app enhancements, and new digital opportunities.

Content, Campaigns & Customer Engagement

• Own the planning, coordination, and maintenance of customer-facing content within the application.
• Ensure app content is accurate, relevant, engaging, and aligned with the brand, tone of voice, and communication standards.
• Support the development of in-app marketing campaigns, promotional experiences, loyalty initiatives, competitions, rewards, and customer communications.
• Connect app activity with broader online and offline marketing campaigns to create a consistent and integrated customer journey.
• Use customer behavior, feedback, and business priorities to recommend improvements to content, journeys, and engagement mechanics.
• Identify new ways to enhance the app’s value proposition for tourists and encourage repeat usage.

Customer Insight & Continuous Improvement

• Collect, monitor, and analyze customer feedback, reviews, comments, and recurring app-related issues.
• Translate customer feedback and behavioral data into practical recommendations for journey and experience improvements.
• Work closely with Customer Care, Operations, and Data/BI teams to identify customer pain points and opportunities for digital solutions.
• Support user testing, customer research, and insight-gathering activities for new app experiences and features.
• Maintain a structured view of customer experience issues, improvement opportunities, and progress against agreed actions.

Partnerships & Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders to enhance the app experience.
• Identify and explore potential partnerships with merchants, tourism stakeholders, retailers, loyalty partners, and other relevant organizations.
• Coordinate meetings, presentations, and discussions with potential partners and stakeholders.
• Manage selected Marketing relationships with app partners, coordinating requirements, deliverables, and activation plans.
• Develop partnership proposals and business cases in collaboration with the Head of Marketing and relevant internal stakeholders.
• Represent the company professionally and confidently in external meetings and partnership discussions.

Performance, Reporting & Impact

• Monitor key app performance and engagement metrics, including downloads, registrations, activation, engagement, and retention.
• Work with Data/BI teams to develop and maintain relevant dashboards and reporting.
• Analyze customer and app data to identify trends, opportunities, and areas requiring improvement.
• Provide regular updates on app performance, customer behavior, and key initiatives to the Marketing team.
• Track the performance of campaigns, loyalty programs, partnerships, and other initiatives delivered through the application.
• Use performance insights to optimize the digital customer experience continuously and inform future priorities.

What We’re Looking For

• A strong understanding of digital customer experiences, mobile applications, and customer journeys.
• Experience managing or coordinating a customer-facing app, digital platform, or similar customer channel.
• A marketing mindset with the ability to translate business objectives into engaging customer-facing digital experiences.
• Excellent communication, presentation, and stakeholder management skills.
• Confidence engaging with senior internal stakeholders, external partners, and commercial contacts.
• Strong relationship-building and partnership management skills.
• Ability to manage multiple projects, priorities, and stakeholders in a fast-moving environment.
• Strong analytical and problem-solving skills, with a customer-centric approach to continuous improvement.
• Ability to develop clear briefs, recommendations, and business cases.
• Commercial awareness and an understanding of how digital experiences can drive adoption, engagement, and business value.
• Comfort in cross-functional collaboration across Marketing, Technology, Product, Operations, Data, and Customer Care teams.

Experience & Qualifications

• Bachelor’s degree in Marketing, Digital Marketing, Communications, Business, Product Management, or a related discipline is preferred.
• Approximately 4–5 years of professional experience, including at least 2–3 years in a relevant digital, app, product marketing, customer experience, or platform-focused role.
• Experience managing app content, customer journeys, digital campaigns, or engagement programs.
• Experience working with cross-functional teams, particularly Marketing, Technology, and Product.
• Experience coordinating external partnerships or stakeholder relationships would be an advantage.

Working Environment
This is an office-based Marketing role offering close collaboration with colleagues across Marketing, Technology, Product, Customer Care, Operations, Data/BI, and other relevant functions. You will play a visible role in evolving the mobile application in line with customer needs and business priorities.
The position also involves regular interaction with external partners, merchants, tourism stakeholders, and other organizations, requiring a professional, confident, and engaging communication style.

At the company, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made to allow for an individual to perform the essential functions of this role successfully.