Manager, Digital Consumer Experience - 10004-Charlotte- NC - Hawkins (Charlotte, NC)

Since its founding in 1937, Krispy Kreme's focus has remained the same - making fresh doughnuts using our founder's original recipe. The brand's iconic Hot Light lets consumers know when doughnuts are being made in the shop so they can stop in and enjoy them hot, right off the line.

Krispy Kreme's Manager, Digital Consumer Experiences is responsible for shaping and optimizing Krispy Kreme's end-to-end digital guest experience across our owned digital ecosystem, including KrispyKreme.com, mobile app, kiosks, and emerging digital touchpoints. This role partners across Marketing, Digital Product, Technology, Operations, Customer Care, and Analytics to identify opportunities, prioritize enhancements, and deliver frictionless digital experiences that drive guest satisfaction, engagement, loyalty, and profitable growth.

This role is equal parts digital product owner, customer experience strategist, and cross-functional project leader-ensuring every digital interaction reflects the Krispy Kreme brand while delivering measurable business results.

A TASTE OF WHAT YOU WILL BE DOING:

Digital Consumer Experience Strategy

• Own the roadmap for improving the end-to-end digital guest experience across Krispy Kreme's owned digital channels.
• Continuously identify friction points throughout the digital customer journey and develop solutions that improve usability, conversion, and guest satisfaction.
• Champion a guest-first mindset across digital initiatives, balancing business objectives with consumer needs.

Website & Mobile Experience

• Partner with the Technology team to prioritize enhancements to KrispyKreme.com and the mobile app.
• Manage ongoing optimization of navigation, merchandising, ordering flows, account management, checkout, and post-purchase experiences for both guest users and Krispy Kreme rewards members.
• Ensure digital experiences consistently reflect Krispy Kreme's brand standards and campaign priorities.
• Support implementation of new digital capabilities and features from concept through launch.
• Manage vendors and lead efforts around Search Engine Optimization and listings management systems, driving traffic to our website/app and ordering funnel.

Digital Merchandising & Commercialization

• Partner with the Brand team to bring campaigns, new product launches, and promotions to life across digital channels.
• Ensure products, offers, and merchandising are accurately represented and optimized throughout the customer journey.
• Coordinate cross-functional readiness for launches across Marketing, Operations, and Technology.

Analytics & Reporting

• Own reporting and performance tracking across Krispy Kreme's owned digital channels, monitoring key KPIs including traffic, conversion, average order value, guest engagement, retention, and digital sales.
• Develop and maintain dashboards that provide clear visibility into digital performance, customer behavior, and experience health for marketing and cross-functional leadership.
• Analyze customer journey data to identify friction points, drop-off opportunities, and areas for optimization across web, app, and loyalty experiences.
• Translate data into actionable recommendations that improve conversion, guest satisfaction, and business performance.
• Monitor A/B tests and experimentation efforts, providing insights and recommendations to continuously improve the digital experience.
• Provide regular business updates and executive-ready reporting on digital health, key initiatives, and optimization opportunities.

YOUR RECIPE FOR SUCCESS:

• Bachelor's degree in Marketing, Business, Digital Commerce, or related field.
• 5-8 years of experience in digital marketing, ecommerce, digital product management, customer experience, or related disciplines.
• Experience managing digital consumer experiences across web and mobile platforms.
• Strong understanding of ecommerce best practices, UX principles, and digital merchandising.
• Demonstrated ability to lead cross-functional initiatives involving Marketing, Product, Technology, and Operations.
• Experience interpreting digital analytics and translating insights into action.
• Excellent communication, project management, and organizational skills.
• Experience with restaurant, retail, QSR, or omnichannel consumer brands.
• Familiarity with loyalty programs and CRM ecosystems.
• Experience working with agile product development teams.
• Knowledge of A/B testing, personalization, and digital optimization tools.
• Experience with platforms such as Adobe Analytics, Google Analytics, Content Management Systems, ecommerce platforms, or mobile app ecosystems.

*The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. The official job description will be provided during the application/interview process.

BENEFITS:

• Comprehensive benefits (medical, vision, and dental insurance)
• Employee discount program
• 401K plan
• Generous PTO Plan
• Company events
• Education Reimbursement
• Adoption Assistance
• Life Insurance
• FSA/HSA Plans
• Pet Insurance

Learn more at www.kkbenefits.com

WHY KRISPY KREME?

At Krispy Kreme, we focus on:

• Loving People:
• Our global culture is best captured by our Leadership Mix, a dozen behaviors that define how we work with one another across the world and give back to our communities. Check out our leadership mix here.
• Belonging happens once each Krispy Kremer knows their bold authentic self is welcomed, dignified, and loved, where their wonderfully original identities flourish and thrive.

• Loving Communities:
• At Krispy Kreme, sharing joy is at the center of everything we do, and we strive to inspire this in our communities. Our brand purpose truly shines through our Acts of Joy and community fundraising initiatives.
• In the U.S., we have been donating unsold doughnuts to local food banks, with a goal of bringing a smile to our consumers as they enjoy a small, sweet treat. We partner with Feeding America and Convoy of Hope, who in turn partner with organizations nationwide to distribute donations to people in need through diverse types of programs and services.
• In 2022, we helped community groups raise $40 million globally. Last year in the U.S., we supported more than 83,000 fundraising events, raising nearly $37 million.

• Loving Planet:
• We have been conducting a multi-year global GHG emissions assessment to establish an emissions baseline, using this foundation to soon set goals for greenhouse gas emission reductions.
• We are working on reducing food waste through donation efforts, animal feed, and composting programs.

Krispy Kreme is an Equal Opportunity Employer:

At Krispy Kreme, we believe that your originality sweetens our recipe. We value the diverse ingredients of the ethnicity, national origin, race, age, sex, gender, intersex, or veteran status of every individual. We strive for an inclusive culture that allows each of our peeps to bring their bold authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.

About Krispy Kreme

Headquartered in Charlotte, N.C., Krispy Kreme is one of the most beloved and well-known sweet treat brands in the world. Our iconic Original Glazed doughnut is universally recognized for its hot-off-the-line, melt-in-your-mouth experience. Krispy Kreme operates in more than 35 countries through its unique network of fresh doughnut shops, partnerships with leading retailers, and a rapidly growing Ecommerce and delivery business with more than 14,000 fresh points of access. Our purpose of touching and enhancing lives through the joy that is Krispy Kreme guides how we operate every day and is reflected in the love we have for our people, our communities and the planet. Connect with Krispy Kreme Doughnuts at www.KrispyKreme.com, or on one of its many social media channels, including www.Facebook.com/KrispyKreme and www.Twitter.com/KrispyKreme.