Vice President, Customer Facing Technology

Overview

BWH Hotels is seeking a dynamic and strategic Vice President of Customer Facing Technology to lead our digital transformation efforts, and its continuing evolution and success.

Achieves the Company’s customer-facing technology results by leading the successful rebuild of our website and mobile app, modernize our digital architecture, and enhance eCommerce and marketing technology capabilities to support increased personalization efforts. This individual will build and lead a high-performing team - establishing and maintaining a robust digital platform that delivers an exceptional customer experience. As the technology landscape changes over time, this leader will always look to improve the customer experience throughout the digital customer journey.

Essential Job Results

Digital Architecture & Technology Leadership

• Define and execute the digital technology strategy, ensuring scalability, security, and high performance.
• Lead Architecture and Engineering functions for both proprietary systems and licensed platforms supporting digital experience and other customer facing capabilities - primarily loyalty and marketing technology.
• Drive best practices in cloud architecture, API integrations, and microservices.

Marketing Technology & Personalization

• Play a key role in shaping and executing our new loyalty program supporting all brands and regions.
• Oversee CRM, Customer Data Platform (CDP), personalization, and analytics capabilities to enable data-driven marketing and customer engagement.

• Drive implementation and optimization of our digital experience platforms.  Experience with major platforms required; experience with Adobe Experience Manager / Adobe Experience Cloud preferred.

eCommerce & Content Management

• Own the execution of our digital experience including web/app UI, eCommerce technology, checkout, payment processing, and digital asset/content management.
• Lead the rebuild and continuous improvement of our websites and mobile app, optimizing for experience, speed, stability, and conversion.
• Ensure seamless integration of eCommerce platforms, payment gateways, and digital content management systems.
• Optimize conversion rates, site performance, and transactional stability.

People Leadership & Cross-Functional Collaboration

• Build and mentor a high-performing engineering and digital experience team.
• Partner closely with product management, business stakeholders, international Affiliate Organizations and other engineering teams to align technology with business goals.
• Manage vendor relationships and ensure seamless integration of external platforms.

Delivery, Performance, & Customer Experience

• Enable delivery excellence through improvements to estimation, development, testing, and release planning.
• Drive operational stability, ensuring high availability and performance of customer-facing applications.
• Improve site/app conversion rates, page load times, and overall digital experience.

Qualifications, Experience & Education

• 15+ years of experience leading digital technology, eCommerce, and marketing technology teams.
• Proven expertise in high-traffic customer-facing websites, mobile apps, and eCommerce platforms.
• Deep experience with payment gateways, content management, and digital asset management.
• Strong understanding of Adobe Experience Manager and marketing automation tools.
• Hands-on leadership experience in cloud platforms, API-driven architecture, custom development and microservices.
• Experience managing cross-functional teams, vendors, and enterprise stakeholders.
• Strong track record of delivering high-performing, scalable, and customer-centric digital experiences.
• Bachelor’s Degree in Computer Science or related field, or an equivalent combination of education and experience. MBA considered a qualification “plus.”
• Significant proven experience developing mid-and long-range operational strategies.

Success Metrics

• Digital Leadership: Transform and lead the team to support an experience-focused, mass-personalized platform.
• Team Growth: Develop talent, foster career growth, and drive innovation.
• Project Execution: Deliver digital initiatives on time and with high quality.
• Site Performance: Improve speed, responsiveness, and reliability.
• Operational Stability: Ensure high uptime and security for digital platforms.

Work Environment & Location

• Based in Phoenix office – expected to work closely with others in-person.
• Occasional remote work allowed

Why Join Us?

• Lead a high-impact digital transformation for a global hospitality brand.
• Work on cutting-edge eCommerce, personalization, and customer experience technology.
• Build, shape, and lead a high-performing digital and marketing technology team.

This position is not eligible for immigration sponsorship.

Benefits Summary for Full Time Employees (work 30 + hours per week)

Available Day One:

•    Medical/Dental/Vision

•    Vacation/Sick/Floating Holidays - accruals start

•    401K – company match and direct contribution

•    Employee discounts/Hotel discounts

•    Financial and health wellness programs

Equal Employment Opportunity

Best Western International, Inc. (the “Company”) maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQ+ individuals, height, or weight, pregnancy status, childbirth, or related medical conditions, genetic information, uniformed service or veteran status, marital status or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including but not limited to, hiring, promotion, transfer, benefits, discipline and termination.