Senior CRM Executive - Lifecycle

Our Global Structure 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. About the team This position will be part of the central CRM & Ops team, composed of 18+ specialists, dedicated to driving and executing global strategic initiatives to grow and retain our New Customer base. Collectively, the team is targeted on growing orders, expanding our subscriber base, improving engagement metrics to retain Deliveroo customers. Serving as the voice of the customer, the CRM & Ops team does this by enhancing personalised user experiences, activating best-in-class campaigns, and putting relevancy at the heart of everything. The Role As a Marketing Manager within the Lifecycle CRM & Ops team you are the voice of Deliveroo when speaking with our customers across the globe. You'll operate under a hybrid work model, spending a minimum of three days a week at our London HQ. Reporting into the Senior Marketing Manager on the New Customer squad, and working closely with stakeholders across Product, Engineering, Global CRM, Marketing Promotions, and Data Science, You'll be a technical, commercially minded CRM marketer who is hands-on in the tooling: building Lifecycle journeys, setting up experiments and audiences, and configuring promotions and in-app merchandising. You'll have end-to-end ownership of the New Customer Lifecycle, from journey design and build through to measurement and ROI. You'll also use personalisation and AI to make journeys more relevant. Your primary focus will be on creating customer-centric journeys that are highly relevant, using the right channels at the right time to deliver meaningful business impact, while working with local markets as you scale your initiatives internationally. What you'll be doing Collaborate with multiple stakeholders to support growing the new customer base by combining data-driven insights with CRM best practice to initiate and deliver programs internationally Build and configure multi-channel journeys (email, push, in-app), including audience logic, triggers, testing and QA Design and build multi-variant Lifecycle experiments Create promotions for new customer acquisition and retention, ensuring accurate setup, targeting and tracking Manage in-app merchandising placements, working with Product and Marketing Promotions Deliver personalisation at scale, and test where AI can improve content and efficiency Own operational delivery, optimisation, reporting of campaigns and weekly trading Proactively monitor and report on campaigns to stakeholders & propose/manage changes and optimisations where necessary Collaborate with the New Customer Lifecycle Manager and Marketing Promotions teams to develop the global CRM new customers lifecycle strategy Collaborate with stakeholders on key projects to create and implement test strategies that optimises performance of new & existing campaigns Be comfortable with data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it, whilst using marketing technology to help achieve customer touchpoints faster and more efficiently than ever before Drive innovative ideas and solutions in response to business and customer needs 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) Conduct post campaign reporting, pulling out the most interesting lessons and using these to guide your future ideas Requirements Bachelor's Degree (Marketing or Business preferred) or strong relevant experience A minimum of 3+ years CRM experience Can work in a fast-paced environment and prioritise workload