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.