Senior CRM Manager, Middle East

Title: Senior CRM Manager, Middle EastLocation: Dubai, UAE

Role Overview

As the Senior CRM Manager for the Middle East, you will focus on spearheading globalstrategic initiatives and supporting local marketing campaigns, from managing operationaldelivery of CRM to data-driven optimization, and reporting and analysis of all local CRMcampaigns.

Managing a team of three, you will strategically align the regional CRM calendar with ourbiggest priorities alongside seasonal, vertical, and brand campaigns; spanning bespokerestaurant 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 ourinternal systems so that they appear in-app to sending customers email, push andWhatsApp to amplify impact.

We are looking for a passionate, data-driven, and technically savvy CRM leader who putsthe customer at the center of execution. You are someone who checks campaign metricsimmediately after launch, thrives on experimenting with new channels and new ideas, andbrings data-backed inspiration to every kickoff meeting.

You'll collaborate with a UK-based Central team that collectively strives to ensure we send theright message at the right time in the right channel to deepen relationships with customers anddrive retention and repeat purchasing.

CRM teams internationally are also integral to buildingthe subscriber base, supporting strategic Deliveroo goals, and enhancing the impact of ourcommunications through personalisation and AI.Deliveroo is a fast-paced, data-driven and highly cross-functional business, so you’ll need to becreative in your approach, commercially savvy and highly collaborative.

Reporting into the Headof Marketing, you’ll work very closely with stakeholders across the whole business, includingour 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, pushnotifications, and WhatsApp.> Calendar Strategy: Collaborate closely with the Restaurant Marketing, NewVerticals 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 clearperformance 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 ensurestrict alignment with brand goals.> Ideate and execute: Identify opportunities to build new triggers and automationsthat meet a customer need, using data to gain buy-in, and launching as anexperiment to demonstrate impact.> Data & Analytics: Maintain a rigorous focus on A/B testing and statistical analysis toconstantly improve engagement metrics.> Stakeholder Reporting: Own the reporting of CRM performance to keystakeholders, translating complex data into actionable commercial insights andstrategic adjustments.

What You’ll Need (Requirements)> Experience: 5+ years of dedicated CRM experience within the Tech or E-commercesectors, ideally operating within a hyper-local or multi-market international businessmodel.> People Management: 2+ years of proven experience managing and developing ahigh-performing team.> Technical Expertise: CRM deployment experience (Braze experience preferred),HTML familiarity (ability to understand where changes need to be made), SQLknowledge a bonus, and data visualisation tools (Looker experience preferred).> Channel Proficiency: Proven track record of building and scaling multi-channelcommunication strategies across Email, Push Notifications, and WhatsAppchannels.> Analytical

Skills

• Strong grounding in statistical analysis techniques, A/B testingmethodologies, and experience utilizing data visualization tools to drive decisions.> Commercial Acumen: A solid understanding of business KPIs, ensuring CRMactivities 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 interestingquestions out there.
• We move fast, we're always looking for new ideas and we're verytransparent 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 habitschange?
• How can we predict what someone wants to order for dinner long before the ideahas even crossed their mind?

Workplace & DiversityAt Deliveroo we know that people are the heart of the business and we prioritise theirwelfare. 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 beautifullydiverse it can be. That means we have no judgement when it comes to any one of the thingsthat make you who you are - your gender, race, sexuality, religion or a secret aversion tocoriander. All you need is a passion for (most) food and a desire to be part of one of thefastest growing startups in an exciting space.