CRM and Content Manager

Why Deliveroo? 

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Role description:

The CRM and Content Manager, reports directly to the Head of Rider Engagement, will manage key rider communications campaigns for France’s rider fleet. The role will form a core part of the rider engagement and operations team in France, whilst also supporting the global rider communications team, with particular strategic responsibility across Belgium.

Working closely with the local engagement, rider services, onboarding, planning & performance, public affairs/corporate comms and legal teams, this role will lead on communications strategy and execution for rider issues, compliance, crisis management and more, for the French market. In addition, this role will work with the global rider comms, CRM, engagement and partnerships, kit and rider services teams to support rider communications and cross-functional initiatives in our French speaking markets.

Key responsibilities:

France

• Lead, manage and write local rider communications campaigns in France across key ongoing and upcoming projects (including facial recognition, DAC7, Salesforce migration, social dialogue, legal compliance obligations and more)
• Manage proactive, reactive and portal communications for riders in order to optimise operational efficiency, legal compliance and a clear and compelling rider experience
• Own CRM strategy via Braze in order to measure and optimise comms output and success, own the local rider website on Prismic and work closely with Rider Marketing Associate to increase efficiency/automate and adhere to global best practices
• Work with local rider services team on reactive rider issues, compliance sweeps, onboarding journey, rider escalations, crisis management of Cat1 and Cat2 incidents and more
• Lead and manage rider onboarding initiatives to achieve targets including forecasting, funnel conversion, referral and reactivation campaigns and additional tasks as needed
• Work with local ops team on kit, incentives, planning and strategy, rider engagement events, partnerships and initiatives

Belgium

• Supporting the local Belgium Operations team by leading the response on escalated rider issues, including rider safety, compliance and crisis management

Global

• Support the Global Rider Comms and Engagement team and the CRM team on comms and lifecycle CRM initiatives, including activation, education, engagement, retention, and reactivation
• Be embedded in Global Rider C&E and CRM teams - including attending meetings, contributing to ideation, planning, and defining comms/CRM strategy
• Work with local Rider Engagement teams to localise and adapt centrally-driven CRM initiatives to ensure appropriate use across all markets, with particular focus on France and Belgium
• Build strong relationships with key local stakeholders, and best represent their aims and concerns in central projects 
• Maintain strong communication with local market stakeholders to understand and consult on locally-driven initiatives
• Support the Kit Strategy team on owning CRM initiatives relating to rider kit strategy - including appropriate kit usage, improving uptake, replacements, sales
• Support central Rider Partnerships work by owning the strategy for best communicating rider partnerships to improve awareness and conversion, including on initiatives relating to skills development, safety, and electric vehicles
• Support the Senior Manager, Global Rider Communications with ad-hoc escalations and central comms requirements

The ideal candidate will have:

• 2-3 years of professional experience 
• Proficiency in CRM is a must
• Background in communications, content marketing or journalism
• Excellent written and verbal communication skills in French and English
• Strong stakeholder management skills
• Crisis communications management experience desired
• CMS desired

Workplace & 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.

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 startups in an incredibly exciting space.