Global Head of CRM (L6)

<div class="content-intro"><p><strong>Our Global Structure</strong></p> <p><br>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.</p></div><h2><strong>Why Deliveroo?</strong></h2> <p>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.</p> <p>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.</p> <h2><strong>The Role</strong></h2> <p>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. </p> <p>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. </p> <p>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. </p> <h2><strong>What you’ll be doing</strong></h2> <ul> <li>Lead, mentor, and develop a team of CRM specialists to achieve business goals</li> <li>Advising stakeholders on the most effective CRM strategy for key campaigns and partners</li> <li>Leading the end to end execution of promotional campaigns across all Deliveroo markets</li> <li>Develop and implement engaging multichannel CRM campaigns to drive consumer retention and grow revenue Globally</li> <li>Build efficient and highly rigorous processes to manage content calendars and the campaign production process</li> <li>Drive adoption of AI, including a suite of AI agents to build, QA and forecast audience reach. </li> <li>Partner with technology teams to build tools and automate workflows that improve operational efficiency</li> <li>Monitor and analyse engagement and other key metrics to identify opportunities for growth</li> <li>Communicate CRM insights and performance metrics to stakeholders across the organisation.</li> <li>Implement industry-leading strategies to enhance CRM effectiveness and user engagement aligned to business goals and objectives. </li> <li>Strategise and own global experiments to develop CRM best practices: analyse and track key segments for future growth and commercial planning</li> <li>Stay up-to-date with the latest trends and best practices in the CRM landscape.</li> </ul> <h2><strong>Requirements</strong></h2> <ul> <li>Relevant CRM experience in high-growth consumer focused busi