CRM Lifecycle Manager FTC

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. The CRM team directs efforts toward enhancing personalised user experiences, activating best-in-class CRM.

The Role

As a CRM Lifecycle Manager within the Central CRM team you are the voice of Deliveroo when speaking with our customers across the globe. Working very closely with stakeholders across the whole business, including our Product, Engineering, Local CRM and Data Science teams. You'll operate under a hybrid work model, spending three days a week at our London HQ and the remainder working from home. Please note, this is a 12 month fixed term contract.

Reporting into the Global CRM Director, you'll be a passionate and technical email marketer accountable for the operational delivery, optimisation & reporting on all automated campaigns, including budget management & ROI. You'll be responsible for using automation to improve operational efficiencies and grow our bottom line by leading the development of our CRM life-cycle program roadmap.

The role will be laser focused on creating, maintaining and optimising customer journeys as part of our marketing automation program. This includes journey initiation, design, configuration, audience segmentation and data interrogation to identify ongoing actionable insights.

Our ideal candidate has a proven track record across CRM, with a strong understanding of utilising CRM Marketing Technology platforms to drive automation and scalability. Overall, you'll want to create campaigns that are meaningful to customers, using the right channels at the right time and that have a positive business impact. You'll have experience with email, push notifications, in-app messaging and more.

You'll be a passionate and technical CRM marketer, who puts the customer at the centre of their campaign execution. You'll be the kind of person who enthusiastically looks at your metrics soon after a send, and you'll get excited about new ideas, new channels and new campaigns. You'll work well with others and arrive at kick-off meetings for a new campaign full of ideas (based on what we've learnt through data and your own inspiration).

What you'll be doing

• Own operational delivery, optimisation & reporting of all automated campaigns, including budget management & ROI
• Collaborate with the Senior CRM Manager to develop the global CRM lifecycle strategy, including multi-channel automations and triggered campaigns from creation to execution and analysis and reporting
• Collaborate with stakeholders to create and implement test strategies, including testing that optimises performance of new & existing lifecycle campaigns
• Be comfortable with data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it
• Using marketing technology to help achieve it faster and more efficiently than ever before
• Proactively report on all automated campaigns to stakeholders & propose/manage changes where necessary, to effectively manage spend vs budgets
• Drive innovative ideas and solutions in response to business and customer needs
• Focus on planning, execution, measurement & analysis in equal measure
• 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)

Requirements

• 5+ years of experience in CRM, with a minimum of 2 years of building automated, lifecycle CRM communications across email, push notifications and in-app messages
• Excellent project management, communication and stakeholder management skills
• Technical knowledge in CRM automation development including liquid logic or similar
• Extensive experience using Braze or similar marketing platform i.e. in-depth knowledge of lifecycle automations and data integration
• Strong analytical skills, with a rudimentary understanding of statistical analysis techniques
• Good commercial skills/intuition, with a focus on understanding the right KPIs and metrics to deliver value
• Scalable approach, but with a nuanced understanding of a hyper-local business
• Solid understanding of AB testing
• Ecommerce and app-based experience
• Bachelor's Degree (Marketing or Business preferred) or strong relevant experience
• Data visualisation tools & reporting experience (Looker preferred)
• Experience in working on a global or international scale
• Curiosity about what's next and how we can do better

Preferred, but not required:

• SQL
• Previous experience of using Looker
• Previous experience of using Braze
• Experience working in a global tech company and/or a KPI-focused business
• 1-2 years working in a Consultancy with a track record of solving complex problems

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.