Senior CRM Manager, Middle East

Title: Senior CRM Manager, Middle East
Location: Dubai, UAE

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.