When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.
We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.
And we’re just getting started
The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.
We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.
The Senior CRM Executive for Restaurants is a new role where you will have full responsibility for building and executing a Restaurant relationship strategy that helps our Restaurant partners understand all of the developments that are going on within Deliveroo and increase their engagement with us. This will mean working with the Restaurant team to identify good content for Restaurant comms, such as regular newsletters, and creating your own campaigns that help Restaurants move through various stages in their relationship with us. An example might be onboarding, where you would ensure that Restaurants have all the info they need to start accepting orders as quickly as possible. Executing this well will involve strong technical, creative and strategic thinking as you develop ways to engage riders across 12 different markets.
To implement this strategy, you will be both hands-on (you will build, proof, send and approve targeted campaigns) and collaborative, working closely with colleagues across various teams including the Restaurants team, Tech, Studio and Marketing to plan, test and optimise our communications across all CRM channels. You’ll be able to prioritise the activities that will have the highest impact while maintaining a high quality bar of your output.
You should have a solid opinion of the metrics that matter as you'll define these in collaboration with the teams you work with (many of these won't exist yet!). Our data scientists and BI specialists will be on hand to help you take a data-driven approach to optimise campaign performance. These insights will then drive your experimentation pipeline and roadmap.
You will be based in London, with the potential for some travel across our markets. You will report to and work closely with the Senior CRM Strategy Manager and a team of central CRM executives. We have some powerful CRM tools for you to use to enable you to do your job well (right now, Braze, Looker and some internal tooling).
Your day will vary from the strategic to the operational and at times it will up to you to define the next step forward!
- You'll understand how we're currently communicating to Restaurants and come up with ways of automating and refining these messages, building a strategy for managing Restaurant lifecycle comms
- You will work closely with local markets to support them build best practice bespoke communications
- You will identify and build a catalogue of what makes a great vs good vs bad campaign, giving each market cross-territory awareness and expertise
- You will be a champion for high quality campaigns with great brand, tone and customer-centric value
- Your analytical thought and planning will ensure each campaign includes the right level of experimentation, to drive incremental improvement to all our CRM channels
- You will be hands-on and lead by example - you will build, proof, send and approve targeted high-quality campaigns
- You will manage a campaign calendar to ensure that regularly-scheduled sends are completed in a timely fashion, and that unscheduled sends are executed in accordance with pre-agreed customer deadlines
Life at Deliveroo
We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.
There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.
Benefits and Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.
We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.