CRM Executive, Rider

📋 Description

• • As a CRM Executive, Rider at Deliveroo Holdings plc, you will play a pivotal role in shaping the communication strategies that engage and support our vast global rider fleet. This position is central to our mission of transforming the way people shop and eat, ensuring Deliveroo remains the premier platform for flexible work. You will be an integral part of the Rider Communication and CRM team, responsible for the entire lifecycle of rider engagement, from initial onboarding to ongoing daily support. Your work will ensure that every communication sent to our riders is not only timely and relevant but also deeply impactful, fostering a strong connection with our rider community.
• • Your core responsibility will involve **Campaign Engineering**, where you will lead the technical build and deployment of sophisticated multi-channel campaigns. This includes crafting compelling messages delivered via email, push notifications, and in-app alerts, all managed through the Braze platform to effectively reach our global rider fleet of over 150,000 individuals across 8 countries. You will be the architect of these communication flows, ensuring they are technically sound and aligned with business objectives.
• • A critical aspect of your role will be **Quality Assurance & Governance**. You will provide essential technical guidance and implement rigorous QA processes for automations developed by global teams. This meticulous oversight is crucial to guarantee 100% accuracy, compliance with regulations, and consistency in messaging across all markets. Your attention to detail will be paramount in maintaining the integrity of our rider communications.
• • You will also be instrumental in **Experimental Design**. This involves designing and executing A/B tests and other experimentation frameworks. The goal is to continuously refine our engagement strategies, optimize campaign performance, and drive measurable business impact. By systematically testing different approaches, you will help us understand what resonates best with our riders and how to enhance their experience.
• • **Performance Monitoring** is another key area. You will proactively monitor real-time campaign metrics, analyzing performance data to identify trends and opportunities. Your insights will be crucial in proposing data-informed optimizations during stakeholder kick-off meetings, ensuring our communication efforts are always evolving and improving.
• • **Cross-Functional Collaboration** will be a daily occurrence. You will partner closely with Operations and Global teams to translate complex business requirements into seamless, automated rider journeys. This requires strong communication skills and the ability to understand diverse perspectives to create effective and efficient communication solutions that meet the needs of both the business and our riders.
• • The impact of your work is significant; you will directly contribute to the rider experience, ensuring they feel informed, supported, and valued. This, in turn, strengthens Deliveroo's position as the best platform for flexible work. You will be working in a fast-paced, entrepreneurial environment where your contributions are visible and directly influence the success of our rider operations. The role offers substantial autonomy and responsibility, allowing you to develop your skills and grow your career within a dynamic and evolving business landscape. You will be part of a collaborative, values-driven team that supports your professional development and encourages an inclusive culture where everyone can thrive and do their best work. Your efforts will directly contribute to solving real-world problems in a three-sided marketplace that is constantly innovating and expanding.