Global Head of CRM (L6)

Deliveroo; Greater London; On-site; GBP 120,000 - 150,000; Full time

Benefits offered by this job

Healthcare

Well-being benefits

Parental leave

Pensions

Generous annual leave

Job summary

Deliveroo is seeking a Head of CRM to lead a Europe and Middle East team of CRM specialists, driving engagement and revenue growth across email, push and WhatsApp. You will prioritise campaigns with stakeholders, design triggers and automations, and collaborate with lifecycle CRM, local marketing and tech teams.

The role demands strong stakeholder management, analytical acumen, and a customer-first mindset.

Qualifications

• 5+ years CRM experience in high-growth consumer-focused businesses.
• Proven track record developing and executing CRM campaigns and experiences.
• Strong understanding of CRM technology platforms, tools and best practices.
• Excellent analytical skills and financial acumen with data-driven decisions.
• Exceptional communication and interpersonal skills.
• Ability to collaborate with cross-functional teams and stakeholders.

Responsibilities

• Lead, mentor, and develop a team of CRM specialists to achieve business goals.
• Advising stakeholders on the most effective CRM strategy for key campaigns and partners.
• Leading the end to end execution of promotional campaigns across all Deliveroo markets.
• Develop and implement engaging multichannel CRM campaigns to drive consumer retention and grow revenue globally.
• Build efficient and rigorous processes to manage content calendars and campaign production.
• Drive adoption of AI, including AI agents to build, QA and forecast audience reach.
• Partner with technology teams to build tools and automate workflows improving efficiency.
• Monitor and analyse engagement and other key metrics for growth opportunities.
• Communicate CRM insights and performance metrics to stakeholders across the organisation.
• Implement industry-leading strategies to enhance CRM effectiveness and engagement.
• Strategise and own global experiments to develop CRM best practices.

Skills

CRM management

CRM campaigns

CRM platforms

Analytical skills

Communication

Cross-functional collaboration

Tools

CRM platforms

Job description

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

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 across Europe and the Middle East to develop and execute CRM campaigns across email, push and Whatsapp to drive customer engagement and top line growth.

You’ll work closely with stakeholders to prioritise campaigns that deliver on business outcomes and you’ll lean in to understanding stakeholders’ needs to identify triggers and automations that deliver on these asks while reducing manual work.

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
• Advising stakeholders on the most effective CRM strategy for key campaigns and partners
• Leading the end to end execution of promotional campaigns across all Deliveroo markets
• 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
• Drive adoption of AI, including a suite of AI agents to build, QA and forecast audience reach.
• 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.
• 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.

Job requirements

• Experience managing large teams (10+ team members); experience managing teams located in multiple countries a bonus
• At least 5 years experience in CRM
• Strong stakeholder management skills are an absolute must

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.

Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!