Global Head of CRM

4 weeks ago

London, United Kingdom DELIVEROO Full time

Get started with your online application.

Why Deliveroo?

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops, and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We value autonomy and ownership, and we are always looking for new ideas.

The Role

The CRM team is responsible for driving user retention and growing revenue by engaging users throughout their lifecycle across multiple touchpoints. As Head of CRM, you will lead a team of CRM specialists to develop and execute highly personalised CRM campaigns across email, push, and other channels to drive customer engagement and top-line growth. You will report to our CRM Director and partner closely with our lifecycle CRM team, local marketing teams, and technology teams.

What you’ll be doing

  • Lead, mentor, and develop a team of CRM specialists to achieve business goals.
  • Develop and implement engaging multichannel CRM campaigns to drive consumer retention and grow revenue globally.
  • Build efficient processes to manage content calendars and the campaign production process.
  • Partner with technology teams to build tools and automate workflows that improve operational efficiency.
  • Monitor and analyse engagement and other key metrics to identify opportunities for growth.
  • Communicate CRM insights and performance metrics to stakeholders across the organisation.
  • Implement industry-leading strategies to enhance CRM effectiveness and user engagement aligned to business goals and objectives.
  • Strategise and own global experiments to develop CRM best practices.
  • Stay up-to-date with the latest trends and best practices in the CRM landscape.

Requirements

  • Relevant CRM experience in high-growth consumer-focused businesses.
  • Proven track record of developing and executing successful CRM campaigns.
  • Strong understanding of CRM technology platforms, tools, and best practices. Experience working with Braze is a bonus.
  • Excellent analytical skills and financial acumen with the ability to interpret data and make data-driven decisions.
  • Exceptional communication and interpersonal skills.
  • Ability to collaborate effectively with cross-functional teams and stakeholders.

At Deliveroo, we prioritise the welfare of our people. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.

Diversity

At Deliveroo, we believe a great workplace represents the world we live in and how beautifully diverse it can be. We are committed to diversity, equity, and inclusion in all aspects of our hiring process.

Please click here to view our candidate privacy policy.

Compensation

  • We aim to pay every employee competitively for the role they are performing in their respective location.
  • Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus, or relocation support.
  • Up to 5% matched pension contributions.

Equity

  • Some roles may be eligible for share awards, giving them ownership in Deliveroo.

Food

  • Free Deliveroo Plus: free delivery and access to special offers.
  • Team lunches from the best local restaurants.

Time away

  • 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo.
  • One day of paid leave per year to volunteer with a registered charity.

Work Life

  • Maternity, paternity, and shared parental leave, eligible from day one of employment.
  • Excellent kit to enable working from home and a parent-friendly working culture.
  • Access to free mortgage advice.
  • Cycle to Work Scheme or Season Ticket Loans.
  • Regular Employee Resource Group (ERG) led social events.
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