Senior CRM Manager

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

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 Whats App 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.

• Campaign Ownership:
  Oversee the end-to-end planning, execution, targeting, measurement, and optimization of all regional CRM campaigns across email, push notifications, and Whats App.
• Calendar Strategy:
  Collaborate closely with the Restaurant Marketing, New Vertical 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.

• 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, 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 Whats App 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…