Head of CRM & Lifecycle Growth

Delivery Hero; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

foodpanda, part of Delivery Hero Group, seeks a Head of CRM to own lifecycle vision, performance, and strategy across three brands and 16 markets. You will drive growth through best-in-class engagement, onboarding through reactivation, with a focus on acquisition, retention, Pro subscription, and quick commerce adoption.

Lead a team of lifecycle managers, CRM Ops. professionals, and MarTech experts, aligning cross-functional teams to deliver coherent messaging and an exceptional customer

Qualifications

• Bachelor's degree with strong academic performance.
• >10 years of relevant experience in CRM, ecommerce or growth marketing positions.
• Excellent knowledge of Braze.
• Obsessed about operational excellence.
• Strong analytical skills with the ability to translate data into action.
• Experienced in building and implementing AI agentic workflows to solve strategic business and technical issues.
• Experience working cross-functionally with senior stakeholders.
• Deep expertise in MarTech infrastructure and its direct influence on key commercial drivers like CAC and LTV; capable of converting intricate technical frameworks into measurable business results and directing technical resources toward high-ROI strategic initiatives.
• High ownership mindset and comfort operating in ambiguous environments.
• Strong prioritization skills and pragmatic 80/20 problem-solving approach.
• Excellent written and verbal communication skills.

Responsibilities

• Own end-to-end CRM execution at scale, delivering accurate, customer-first lifecycle, fintech, and subscription communications across markets.
• Generate regular, actionable insights using dashboards and lead their implementation.
• Identify, design, and deploy advanced AI solutions and intelligent agents to optimize CRM workflows, streamline technical operations, and drive better customer engagement.
• Guide the analytics team in developing robust weekly and monthly reporting frameworks that measure and clearly demonstrate the effectiveness of CRM communications.
• Guarantee operational excellence across all CRM initiatives by establishing scalable processes, clear governance, performance KPIs, and continuous optimisation frameworks.
• Build and govern automation-first CRM systems, shifting markets from ad-hoc campaigns to scalable, always-on programs with measurable business impact.
• Lead technical CRM excellence, owning advanced targeting, exclusion logic, QA, and troubleshooting across Braze and dynamic content frameworks.
• Drive cross-functional delivery, translating strategy into executable CRM solutions with Product, Data, Engineering, and Local Markets.
• Set CRM governance and quality standards, ensuring zero-error execution, strong safeguards, and long-term operational resilience.

Skills

Analytics

Cross-functional collaboration

Strategic thinking

Problem solving

Education

Bachelor's degree

Tools

Braze

Job description

foodpanda, part of Delivery Hero Group, seeks a Head of CRM to own lifecycle vision, performance, and strategy across three brands and 16 markets. You will drive growth through best-in-class engagement, onboarding through reactivation, with a focus on acquisition, retention, Pro subscription, and quick commerce adoption.

Lead a team of lifecycle managers, CRM Ops. professionals, and MarTech experts, aligning cross-functional teams to deliver coherent messaging and an exceptional customer