Your space-enabled career begins here

As the CRM Manager for Rider Communications you'll be accountable for the delivery, optimisation & reporting on all campaigns. You'll be responsible for using automation to improve operational efficiencies and growing our rider fleet engagement by leading the development of our CRM program for riders across the globe.

You'll report into the Head of Rider Communications & CRM. You will be laser focused on creating, maintaining and optimising rider CRM experience. This includes journey initiation, design, configuration, segmentation and data interrogation to identify ongoing actionable insights.

We’re looking for a passionate and data-driven CRM marketer with a proven track record in leveraging CRM marketing technology to deliver scalable, automated campaigns. You’ll be experienced across email, push, in-app messaging and more—creating timely, impactful communications that resonate with our riders and drive results. You thrive on metrics, love experimenting with new ideas and channels, and bring energy, creativity and collaboration to every campaign you work on.

Note; This is a maternity cover September 25- December 26 and you will be expected to be in our London HQ 3 days a week

What you'll be doing

• Own the strategy and operational delivery, optimisation & reporting of all CRM activities for our riders, working closely with the Senior CRM Executive

• Building relationships with the global market teams to oversee and support CRM lifecycle projects

• Collaborate with the Head of Rider Communications CRM to further develop the global CRM lifecycle strategy, including multi-channel automations and triggered campaigns from creation to execution and analysis and reporting

• Collaborate with key stakeholders across technology, data science teams, operations, communications and engagement teams to deliver best-in-class CRM experiences for our riders, across our markets

• Use insights from analytics and research to set goals and then deploy CRM technology & tools to achieve them

• Report on performance to stakeholders & propose/manage changes where necessary, to effectively manage budgets and achieve targets

• Drive innovative ideas and solutions in response to business and customer needs

• Conceptualise, plan, build and oversee experiments to optimise the Rider CRM experience

• Balance your time across planning, execution, measurement & analysis in equal measure

Requirements

• 5+ years of experience in CRM or Performance Marketing, with a minimum of 1+ years of building automated, life-cycle CRM communications across email, push notifications and in-app messages

• Excellent project management, communication and stakeholder management skills

• Strong analytical skills, with a working understanding of statistics and statistical analysis techniques

• Good commercial skills/intuition, with a focus on understanding the right KPIs and metrics to deliver values

• Experience running AB tests and other experiments

Preferred, but not required:

• Previous experience using Braze (or other CRM systems)

• Previous experience of using Looker (or other BI tools)

• Experience working in a global tech company and/or a KPI-focused business

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.