Senior CRM Executive - Lifecycle

About the team

This position will be part of the central CRM & Ops team, composed of 18+ specialists, dedicated to driving and executing global strategic initiatives to grow and retain our New Customer base. Collectively, the team is targeted on growing orders, expanding our subscriber base, improving engagement metrics to retain Deliveroo customers. Serving as the voice of the customer, the CRM & Ops team does this by enhancing personalised user experiences, activating best-in-class campaigns, and putting relevancy at the heart of everything. 

The Role

As a Marketing Manager within the Lifecycle CRM & Ops team you are the voice of Deliveroo when speaking with our customers across the globe. You'll operate under a hybrid work model, spending a minimum of three days a week at our London HQ.

Reporting into the Senior Marketing Manager on the New Customer squad, and working closely with stakeholders across Product, Engineering, Global CRM, Marketing Promotions, and Data Science, You’ll be a technical, commercially minded CRM marketer who is hands-on in the tooling: building Lifecycle journeys, setting up experiments and audiences, and configuring promotions and in-app merchandising. You’ll have end-to-end ownership of the New Customer Lifecycle, from journey design and build through to measurement and ROI. You’ll also use personalisation and AI to make journeys more relevant. Your primary focus will be on creating customer-centric journeys that are highly relevant, using the right channels at the right time to deliver meaningful business impact, while working with local markets as you scale your initiatives internationally. 

What you'll be doing

• Collaborate with multiple stakeholders to support growing the new customer base by combining data-driven insights with CRM best practice to initiate and deliver programs internationally 
• Build and configure multi-channel journeys (email, push, in-app), including audience logic, triggers, testing and QA
• Design and build multi-variant Lifecycle experiments
• Create promotions for new customer acquisition and retention, ensuring accurate setup, targeting and tracking
• Manage in-app merchandising placements, working with Product and Marketing Promotions
• Deliver personalisation at scale, and test where AI can improve content and efficiency
• Own operational delivery, optimisation, reporting of campaigns and weekly trading
• Proactively monitor and report on campaigns to stakeholders & propose/manage changes and optimisations where necessary
• Collaborate with the New Customer Lifecycle Manager and Marketing Promotions teams to develop the global CRM new customers lifecycle strategy
• Collaborate with stakeholders on key projects to create and implement test strategies that optimises performance of new & existing campaigns
• Be comfortable with data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it, whilst using marketing technology to help achieve customer touchpoints faster and more efficiently than ever before
• Drive innovative ideas and solutions in response to business and customer needs
• 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 (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

• Bachelor's Degree (Marketing or Business preferred) or strong relevant experience
• A minimum of 3+ years CRM experience
• Can work in a fast-paced environment and prioritise workload
• Attention to detail and campaign deadlines are adhered to, maintaining high standards of accuracy
• Highly computer literate with:
• HTML familiarity (ability to understand where changes need to be made)
• Liquid logic 
• Technical knowledge in CRM automation development
• Good communication skills and ability to coordinate with multiple stakeholders groups
• Data visualisation tools & reporting experience (Looker preferred)
• CRM deployment experience (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..