Global Head of CRM 

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.

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 be reporting into our CRM Director and partnering closely with our lifecycle CRM team, local marketing teams and technology teams. This role requires excellent stakeholder management skills, a strong understanding of CRM, a customer-first mindset, analytical skills, and the ability to communicate effectively across teams and markets. 

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 and highly rigorous 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: analyse and track key segments for future growth and commercial planning
• 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 and experiences 
• 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.

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.