Senior CRM Executive

About the team

This position will be part of the central CRM team, composed of 10+ specialists in CRM, dedicated to executing campaigns for local markets as well as spearheading global strategic initiatives. The team collectively strives to expand our subscriber base and enhance engagement metrics, with a primary focus on retaining Deliveroo customers. Serving as the voice of the customer, the CRM team directs efforts toward enhancing personalised user experiences, activating best-in-class CRM.

About the role

As a Senior CRM Executive within the Central CRM team you’ll be instrumental to developing custom CRM solutions globally and delivering complex marketing automations effectively to enhance customer experiences, improve operational efficiencies and ultimately grow our bottom line through the successful implementation of our CRM engagement roadmap globally. Reporting to the CRM Manager, you'll operate under a hybrid work model, spending three days a week at our London HQ and the remainder working from home.

You'll sit within the Global CRM team, but work very closely with stakeholders from across the whole business, including our Product, Engineering, Local CRM and Data Science teams. You’ll be a passionate and technical marketer, who simplifies approaches to solutions and consistently puts the customer at the centre of their decision making. You'll be the kind of person who can’t wait to look at your metrics soon after a send, and you'll get excited about new ideas, new tools, new channels and new campaigns. You'll lead kick-off meetings for new projects full of ideas (based on what we've learnt through data, competitor examples and your own inspiration). 

What you'll be doing

• Development of custom global CRM solutions using Liquid, SQL, HTML. Plus implementation of new braze functionalities eg. Whatsapp 
• Work with stakeholders to create and implement test strategies, including testing that optimises performance of new & existing campaigns 
• Automation of processes for operational excellence
• Develop best-in-class working practices to improve operational rigour, documentation, knowledge sharing and stakeholder communications 
• Oversee complex multi-channel automations and campaigns from creation to execution, including analysis and reporting  
• Be an expert in data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it 
• Management of email deliverability 
• Proactively communicate with stakeholders to deliver projects and ensure workloads & deadlines are managed efficiently (we love Slack channels for everything) 
• Conduct post campaign reporting, pulling out the most interesting lessons and using these to guide your future ideas 

Requirements

• Strong relevant experience with a minimum of 3 years CRM experience
• Strong technical knowledge in CRM automation development
• Good understanding of HTML and/or SQL
• Good understanding of a scripting language eg Liquid, Ampscript, Javascript
• Good communication skills and ability to coordinate with multiple stakeholders groups
• Data visualisation tools & reporting
• Experience with Braze or similar is a plus! 

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 give people the opportunity to buy what they want, as they want it, 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, looking 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.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.