CRM Executive - Retail

ABOUT THE TEAM The CRM and Ops team is responsible for delivering best-in-class customer communications and in-app experience across Deliveroo’s global markets. Working closely with Product, Engineering, Data Science, Marketing and Local CRM teams, we build personalised customer experiences that drive engagement, retention and long-term growth. As the voice of the customer, we develop global CRM capabilities to execute high-quality campaigns at scale. We combine creativity, operational excellence and data-driven decision making to ensure every customer interaction is timely, relevant and impactful. THE ROLE As a Regional CRM & Ops Executive, you’ll play a key role in delivering CRM incentivised regional campaigns, ensuring operational excellence across your deliverables. You’ll be responsible for coordinating the regional CRM calendar and executing campaigns that span the set up of offers, inapp merchandising and CRM support. You’ll partner closely with Local CRM, Marketing, Product, Engineering and Data Science teams to align campaign priorities, improve execution processes and identify opportunities to optimise performance. You’ll combine strong organisational skills with a passion for customer experience, using data and experimentation to continuously improve campaign effectiveness. This role is ideal for someone who enjoys balancing campaign execution with operational improvements and is excited by working across multiple stakeholders and markets. This is a 12 month fixed term contract and will be a hybrid role requiring 3 days a week from our London HQ. WHAT YOU’LL BE DOING * Own the day-to-day execution and coordination of the regional CRM initiatives, ensuring campaigns are delivered accurately and on time. * Build, proof, deploy and QA promotion set up and CRM campaigns across email, push notifications and in-app messaging. * Identify opportunities to improve CRM processes, campaign workflows and operational efficiency. * Lead the execution of regional CRM tests and experiments, working with stakeholders to prioritise learning opportunities. * Monitor customer behaviour, campaign performance and competitor activity to identify opportunities for optimisation. * Proactively manage stakeholder communication, ensuring priorities, timelines and dependencies are clearly understood. REQUIREMENTS * Experience in CRM, lifecycle marketing or digital marketing. * Bachelor’s degree in Marketing, Business or a related discipline, or equivalent practical experience. * Experience delivering CRM campaigns using platforms such as Braze, Journey or similar. * Strong organisational skills with the ability to manage multiple projects and stakeholders simultaneously. * Strong communication and collaboration skills, with experience working across cross-functional teams. * High attention to detail and commitment to delivering accurate, high-quality campaigns. * Comfortable working in a fast-paced environment with changing priorities. * Experience using reporting tools such as Looker, Tableau or similar is preferred. * Basic understanding of HTML and CRM templates is desirable. * Experience supporting experimentation or A/B testing programmes is a plus. WHY JOIN US? At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to: 🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders. 🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility. 🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves. 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here. 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. DIVERSITY, EQUITY AND INCLUSION At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.   We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.   If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.   If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Care Operations Manager - French Speaking Location: London, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality.   Responsibilities   * Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams * Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels * Create business insights and targets to measure Care performance * Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required * Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required. * Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders * Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets * Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace * Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements * You will present weekly, monthly and annual performance against Care action plans and objectives. * Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week every quarter.   Requirements   * Fluent in French * 2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house). * Can prioritise effectively - leading on multiple project workstreams concurrently and independently * Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics * Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH) * Has an excellent verbal and written communication skills * Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi. * Takes personal accountability for quality and accuracy of work * Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.   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.