Global CRM Lifecycle Manager

3 weeks ago

London, Greater London, United Kingdom Deliveroo Full time
About the Role

This position will be part of the central CRM team, composed of specialists dedicated to executing campaigns for local markets and spearheading global strategic initiatives. The team collectively strives to expand our subscriber base and enhance engagement metrics, with a primary focus on retaining customers.

The Role

As a CRM Lifecycle Manager within the Central CRM team, you are the voice of Deliveroo when speaking with our customers globally. You'll work closely with stakeholders across the whole business, including Product, Engineering, Local CRM, and Data Science teams.

Responsibilities
  • Own operational delivery, optimisation & reporting of all automated campaigns, including budget management & ROI.
  • Collaborate with the Senior CRM Manager to develop the global CRM lifecycle strategy, including multi-channel automations and triggered campaigns.
  • Collaborate with stakeholders to create and implement test strategies, including testing that optimises performance of new & existing lifecycle campaigns.
  • Be comfortable with data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it.
  • Using marketing technology to help achieve it faster and more efficiently than ever before.
  • Proactively report on all automated campaigns to stakeholders & propose/manage changes where necessary, to effectively manage spend vs budgets.
  • Drive innovative ideas and solutions in response to business and customer needs.
  • Focus on planning, execution, measurement & analysis in equal measure.
  • Provide regular communication with stakeholders, such as the central marketing team, product and engineering teams, and local markets, to ensure workloads & deadlines are managed efficiently.
Requirements
  • 5+ years of experience in CRM, with a minimum of 2 years of building automated, lifecycle CRM communications across email, push notifications, and in-app messages.
  • Excellent project management, communication, and stakeholder management skills.
  • Technical knowledge in CRM automation development including liquid logic or similar.
  • Extensive experience using Braze or similar marketing platform, i.e. in-depth knowledge of lifecycle automations and data integration.
  • Strong analytical skills, with a rudimentary understanding of statistical analysis techniques.
  • Good commercial skills/intuition, with a focus on understanding the right KPIs and metrics to deliver value.
  • Scalable approach, but with a nuanced understanding of a hyper-local business.
  • Solid understanding of AB testing.
  • Ecommerce and app-based experience.
  • Bachelor's Degree (Marketing or Business preferred) or strong relevant experience.
  • Data visualisation tools & reporting experience (Looker preferred).
  • Experience in working on a global or international scale.
  • Curiosity about what's next and how we can do better.
What We Offer

We are committed to diversity, equity, and inclusion in all aspects of our hiring process. We prioritise the welfare of our employees, offering many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.

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