Manager CRM - Personalisation

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Role

Summary:

User lifecycle management:
Own and optimize the end-to-end CRM lifecycle for a vertical, ensuring a seamless and value-driven customer journey, maximizing impact and optimizing ROI

Personalization:
Create data backed strategies to personalize engagement through CRM channels and incentives to maximize ROI

Hypothesis formulation:
Lead data driven hypothesis formulation and deep dives to continuously improve performance

Campaign Development:
Manage engaging CRM campaigns across talabat’s owned channels, with a strong focus on driving user acquisition, increasing order frequency, and enhancing retention

Experimentation & Insights:
Design and launch A/B tests and other CRM experiments in collaboration with the Business Intelligence team, with the aim of uncovering actionable insights to continuously refine strategies and improve performance.

Budget management:
Own responsibility for the end to end CRM budget for some of the markets in which Talabat operates, closely coordinating with finance, planning and local marketing teams

Team management:
Manage a team to drive growth through CRM

What's on your plate?:

Lead a team of CRM specialists to drive growth through comms and incentives

Lead the personalization charter to maximize ROI through personalized engagements

Ideation of CRM campaigns around the customer lifecycle to meet business needs

Coordination with Campaign Ops team for launch of CRM campaigns to address challenges faced by local markets (churn increase, frequency drop etc.)

Monitoring campaign spend and ensuring adherence to monthly, quarterly and annual CRM budgets

Monitoring lifecycle campaign performance and suggesting optimizations based on best practices and learnings from other markets

• Bachelor's / Masters degree with a strong data focus.

Minimum 5+years of proven relevant work experience in digital marketing, preferably in a fast-paced working environment

Experience in any area of digital marketing is valued, with prior exposure to CRM considered a strong advantage.

Strong data skills and advanced Excel proficiency are required.

Experience in working with SQL (mandatory).

Experience in working with CRM and campaign management tools like Braze or similar

Being data-driven and passionate about results. Comfortable working with data and reporting campaign performance.

Fluency in written and spoken English

Good interpersonal, communication and presentation skills

Proactive, responsible, attention to detail and a good team player