Senior CRM Manager, Middle East

Role Overview

• As the Senior CRM Manager for the Middle East, you will focus on spearheading global
• strategic initiatives and supporting local marketing campaigns, from managing operational
• delivery of CRM to data-driven optimization, and reporting and analysis of all local CRM
• campaigns.
• Managing a team of three, you will strategically align the regional CRM calendar with our
• biggest priorities alongside seasonal, vertical, and brand campaigns; spanning bespoke
• restaurant initiatives, grocery/retail marketing, loyalty, and strategic banking partnerships.
• You’ll also have end-to-end ownership of setting up all promotions, from creation in our
• internal systems so that they appear in-app to sending customers email, push and
• WhatsApp to amplify impact.
• We are looking for a passionate, data-driven, and technically savvy CRM leader who puts
• the customer at the center of execution. You are someone who checks campaign metrics
• immediately after launch, thrives on experimenting with new channels and new ideas, and
• brings data-backed inspiration to every kickoff meeting.
• You'll collaborate with a UK-based Central team that collectively strives to ensure we send the
• right message at the right time in the right channel to deepen relationships with customers and
• drive retention and repeat purchasing. CRM teams internationally are also integral to building
• the subscriber base, supporting strategic Deliveroo goals, and enhancing the impact of our
• communications through personalisation and AI.
• Deliveroo is a fast-paced, data-driven and highly cross-functional business, so you’ll need to be
• creative in your approach, commercially savvy and highly collaborative. Reporting into the Head
• of Marketing, you’ll work very closely with stakeholders across the whole business, including
• our Product, Engineering, Local, and Data Science teams.

What You’ll Do

• > Campaign Ownership: Oversee the end-to-end planning, execution, targeting,
• measurement, and optimization of all regional CRM campaigns across email, push
• notifications, and WhatsApp.
• > Calendar Strategy: Collaborate closely with the Restaurant Marketing, New
• Verticals Marketing, and Commercial teams to design and deploy a high-impact, commercially-driven CRM calendar.
• > Team Leadership: Guide and mentor a team of 3 direct reports, establishing clear
• performance targets, goals, and professional development paths.
• > Cross-Functional Collaboration: Partner with local marketing, central marketing,
• and creative studio teams to streamline workflows, manage deadlines, and ensure
• strict alignment with brand goals.
• > Ideate and execute: Identify opportunities to build new triggers and automations
• that meet a customer need, using data to gain buy-in, and launching as an
• experiment to demonstrate impact.
• > Data & Analytics: Maintain a rigorous focus on A/B testing and statistical analysis to
• constantly improve engagement metrics.
• > Stakeholder Reporting: Own the reporting of CRM performance to key
• stakeholders, translating complex data into actionable commercial insights and
• strategic adjustments.

What You’ll Need (Requirements)

• > Experience: 5+ years of dedicated CRM experience within the Tech or E-commerce
• sectors, ideally operating within a hyper-local or multi-market international business
• model.
• > People Management: 2+ years of proven experience managing and developing a
• high-performing team.
• > Technical Expertise: CRM deployment experience (Braze experience preferred),
• HTML familiarity (ability to understand where changes need to be made), SQL
• knowledge a bonus, and data visualisation tools (Looker experience preferred).
• > Channel Proficiency: Proven track record of building and scaling multi-channel
• communication strategies across Email, Push Notifications, and WhatsApp
• channels.
• > Analytical Skills: Strong grounding in statistical analysis techniques, A/B testing
• methodologies, and experience utilizing data visualization tools to drive decisions.
• > Commercial Acumen: A solid understanding of business KPIs, ensuring CRM
• activities directly drive customer lifetime value and positive business impact.
• > Soft Skills: Exceptional project management, people management, communication,
• and stakeholder management skills.
• > Education: Bachelor’s Degree in Engineering, Marketing, Business, or a related field
• (or equivalent practical experience).
• Why Deliveroo?
• We are a small team, with very large impact, looking to answer some of the most interesting
• questions out there. We move fast, we're always looking for new ideas and we're very
• transparent about the decisions we make and why we make them.
• There are so many questions we need to answer and plenty more we haven't even encountered. How do data and technology help restaurants to grow as consumer habits
• change? How can we predict what someone wants to order for dinner long before the idea
• has even crossed their mind?

Workplace & Diversity

• At Deliveroo we know that people are the heart of the business and we prioritise their
• welfare. We offer multiple great benefits in areas including health, family, finance,
• community, convenience, growth and relocation.
• 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 startups in an exciting space.