Head of CRM

This position is at Delivery Hero

The selection process will be entirely managed by Delivery Hero.

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About the opportunity Job Ref ID: JR YOUR MISSION You will be responsible for taking full ownership of our marketing communication strategy and lead an amazing team while working closely with key stakeholders (think tech, data, design and brand). If you're someone who thrives on crafting personalized campaigns that connect with users at every stage of their journey, we've got the perfect role for you You’ll be the mastermind behind our customer engagement, activation, and retention strategies. You'll oversee and optimize every step of the user lifecycle, from the moment someone first downloads our app to becoming a loyal, long-term advocate.

• Own the strategy – Develop and drive the CRM automated marketing communication strategy for users across all lifecycle stages (onboarding, engagement, reactivation, retention, etc.)
• Define the channel mix – Plan, launch, and optimize multi-channel campaigns (email, push notifications, in-app messaging, etc.) to keep users engaged and excited about our brand.
• Lead your team – Manage and inspire a team of 3 lifecycle specialists, helping them grow and execute on campaigns that deliver results.
• Collaborate cross-functionally – work closely with our tech, data, design, and brand teams to ensure lifecycle strategies are both effective and scalable. Also, ensure we leverage new technologies for process optimization, as well as user segmentation and personalization.
• Data-driven decision-making – Dive deep into analytics and user behavior to continuously improve our messaging, segmentation, and overall strategy optimizing for maximum contribution to customer lifetime value.
• Innovate and experiment – Test new ideas and approaches, staying on top of lifecycle marketing trends and tools to keep us ahead of the curve.

What you need to be successful

• Experience (8+ years) in lifecycle marketing or CRM where you acquired a strong understanding of segmentation, automated user journeys, and personalized communication. (using marketing automation tools such as Braze, HubSpot, Salesforce, etc.)
• Extensive experience (3+ years) working closely with analysts and data teams. You know how to turn user data into actionable insights and have a passion for testing, learning, and iterating.
• Management experience, leading a team of CRM specialists.
• Experience with the operational and system side of CRM, enough to assess opportunities/downsides.
• A strategic mindset. You can see the big picture, but also loves diving into the details.
• A collaborative spirit. You love working with other teams to bring ideas to life, this is powered by your outstanding communication and stakeholder management skills.
• A problem solving and results-driven, can-do attitude.
• The ability to learn fast and adapt yourself to different business situations
• Hands-on attitude. You’ll have to roll up your sleeves
• Preferably a degree in Business Administration, Economics, Marketing or equivalent (Master's Degree would be advantageous)

Nice to have:

• Experience in startups or technological platforms
• Food delivery company experience in a growth department
• Experience in international environments
• Experience with Braze

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there Skills can be learned, and embracing diversity is invaluable. We believe driven talent deserves:

• An enticing equity plan that lets you own a piece of the action.
• Top-notch private health insurance to keep you at your peak.
• Monthly Glovo credit to satisfy your cravings