Digital Experience & App Executive

Planet is looking for a Digital Experience & App Executive to help shape, optimise and grow our customer-facing mobile application. This is an exciting opportunity for a digitally minded marketer who is passionate about creating engaging customer journeys, improving mobile experiences and turning customer insight into practical, high-impact improvements.

In this role, you will act as the key Marketing owner and internal point of coordination for the Planet mobile application, ensuring the platform delivers a clear, consistent and compelling customer experience aligned with Planet’s brand, business objectives and evolving digital strategy.

You will manage customer-facing content and in-app experiences, review and improve user journeys, support digital marketing and engagement initiatives, monitor customer feedback and behaviour, and identify opportunities to increase app adoption, engagement, retention and overall satisfaction.

The role also plays an important part in building relationships with internal teams and external partners, including merchants, technology partners, tourism stakeholders and other organisations, to unlock new opportunities that enhance the value and functionality of the application for customers.

This is a Marketing and Digital Experience role rather than a technical engineering role. You will work closely with Technology, Product, Operations, Data and other teams to translate customer and business needs into meaningful improvements across the customer-facing app experience.

What You’ll Be Doing

• Act as the Marketing and Customer Experience lead for Planet’s mobile application.
• Manage and continuously improve the customer-facing app experience, including content, messaging, journeys and engagement touchpoints.
• Maintain a clear view of the end-to-end tourist journey and identify opportunities to simplify, enhance and personalise 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 Planet’s 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 joined-up customer journey.
• Use customer behaviour, feedback and business priorities to recommend improvements to content, journeys and engagement mechanics.
• Identify new ways to strengthen the app’s value proposition for tourists and encourage repeat usage.

Customer Insight & Continuous Improvement

• Collect, monitor and analyse customer feedback, reviews, comments and recurring app-related issues.
• Translate customer feedback and behavioural 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 organisations.
• 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 Planet 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.
• Analyse customer and app data to identify trends, opportunities and areas requiring improvement.
• Provide regular updates to the Marketing team on app performance, customer behaviour and key initiatives.
• Track the performance of campaigns, loyalty programmes, partnerships and other initiatives delivered through the application.
• Use performance insights to continuously optimise the digital customer experience 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, digital product 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.
• The 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.
• The 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 working cross-functionally 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 programmes.
• 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.

The successful candidate will play a visible role in helping the mobile application evolve in line with customer needs, business priorities and Planet’s broader digital ambitions.

The position also involves regular interaction with external partners, merchants, tourism stakeholders and other organisations, requiring a professional, confident and engaging communication style.

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.