CRM Manager

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour(e)Awesome right? But behind the scenes is the real story(e)This story is one of high growth, huge challenges and an enormous opportunity ahead of us(e)It began with our founder Will, arriving in London over 8 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city(e)Fast forward 8 years and we operate in 11 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

We want to be the definitive food company - the app you go to any time you have a hunger pang(e)We are transforming the way people think about food(e)We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers(e)We operate one of the most complex three sided marketplaces in the world and we do this in real time(e)Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds(e)The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in under 30 minutes.

And we're just getting started

The scale of the opportunity ahead of us is immense(e)The global food market is valued at £7.7 trillion but only 1% of it is currently online(e)Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it's clear that our journey in the food sector has only just begun.

We are already a multi-billion pound company that is more than doubling in size every year(e)Deliveroo came top in the FT's' list of Europe's fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte's 'UK Top 50' two years in a row(e)Yet most of the extraordinary value this company will generate lies ahead of us.

The Role

As the CRM Manager for France you’ll implement and drive our local CRM strategy that ultimately leads to increased engagement and overall increased value to both the customer and Deliveroo(e)CRM is a core pillar of our Marketing strategy in order to drive customer retention and acquisition(e)A key aspect of this role will be to ensure that customers receive a consistent, coherent experience across all areas of CRM channels, campaigns and initiatives.

You’ll be passionate with numbers, articulating specific and measurable business objectives, alongside establishing CRM KPIs.You’ll be responsible for planning, building, approving CRM campaigns and executing the CRM strategy in order to improve engagement and loyalty across our customer segments(e)Based in Paris with the local Marketing team, you will ensure consistency, best practice and efficiencies of your team.

You’ll  consistently put the customer at the centre of your decision making with creative and innovative campaigns(e)You'll be the kind of person who can’t wait to look at your metrics soon after a send, and you'll get excited about new ideas, new channels and new campaigns(e)You'll work well with others and arrive at kick-off meetings for a new campaign full of ideas, based on what we've learnt through data and your own inspiration.  

Responsibilities

Executing the CRM strategy for France

• Plan the CRM strategy roadmap for France in order to build engagement and loyalty with our customers 
• Drive the planning & implementation of CRM activity, ensuring coordination with key stakeholders within the local team, ensure workloads & deadlines are managed efficiently 
• Increase our reach and engagement : build and drive test and learn programs to develop & optimise CRM best practices, measure against key CRM KPIs to drive improvements across CRM performance
• Be comfortable with data targeting, segmentation & analysis - pulling it, manipulating it and interpreting it, conduct post campaign reporting, pulling out the most interesting lessons and using these to guide your future ideas
• Partner with Central team to go one step further on localization and more targeted campaigns 

Lead and implement CRM Key Initiatives

• Lead a selection of ongoing key transversal projects with different marketing teams and ensure we extract learnings and insights on the best way to engage customers in these campaigns (Hyperlocal, Hop, ODG, Editions, Prime partnership…à enlever pour poster)
• Support the French Loyalty program “Deliveroo Plus” to ensure we roll out our acquisition plans 

User Experience

• Ensure the best user experience with a perfect control of the all the Client touchpoints (CRM, InApp experience) - be relentless on editorial content
• Work closely with the product team to improve the user experience 

Management

• Manage a team of 3 CRM associates to ensure the perfect launch of all campaigns

Requirements

• Bachelor's Degree (Marketing or Business preferred) or strong relevant experience
• A minimum of 3-4 years CRM experience
• Experience of working with central and local functions
• Ability to coordinate with multiple stakeholders
• Excellent written and oral communication skills, in both French and English
• Highly computer literate with:
• HTML familiarity (preferable)
• CSS (preferable)
• Email deployment experience (Braze experience preferred)
• Data visualisation tools & reporting

Life at Deliveroo

We are a small team, with very large impact, seeking to answer some of the most interesting questions out there(e)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(e)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? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours(e)No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Benefits And Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare(e)We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company(e)We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do(e)We believe this helps build a culture where everyone is committed and able to share in the company's success.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be(e)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(e)All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up's around.