Director of Retention Marketing

As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you're from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.

We are on the lookout for a Director, CRM to join the Retention Team on our journey to always deliver amazing experiences. 

Join the team driving brand growth and customer engagement across our markets. As part of our Marketing Team, you’ll help shape strategies that build customer loyalty and optimize the effectiveness of our marketing investments. With each campaign and initiative, you’ll play a key role in creating connections with millions of customers, positioning Delivery Hero as a leader in the market.

Leverage tech and product expertise to design & develop a best-in-class Retention Tech Stack. Democratize DH customer data. Surface best practices and innovations,  — and ultimately, empower regional CRM teams to define a Retention strategy and excel at its execution. While ensuring governance across the regions. The long-term goal is to increase retention & customer lifetime value for DH brands.

• Drive the global Retention strategy for DH and lead high-impact projects to increase CLV for our brands in  40+ DH markets
• Proactively and systematically identify trends and opportunities in the development of customer base  that can be addressed with CRM measures and quantify the ROI of those measures 
• Deal with a wide variety of Retention challenges, from highly impactful iterative improvements to green field projects around customer base health with a high degree of discovery work 
• Surface challenges that regional teams are facing and translate them into requirements for our Retention product roadmaps

• 8+ years of relevant professional experience in a Consultancy or Marketing role with a focus on Retention / Customer Relationship Management, customer-centricity in thinking is a must
• Excellent stakeholder management, presentation and communication skills: you are a creative problem solver and can get others on board with your ideas (experience in working in a global matrix organization is a big plus!) 
• Highly analytical and a data-driven approach to marketing:  You can answer business questions with data-based insights and communicate them effectively to stakeholders
• Solid understanding of both marketing and business KPIs and how to translate strategy into action using an OKR framework. You are good at managing project priorities, deadlines, and deliverables
• Product exposure or experience working in an agile environment

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support, and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Yoga, Gym & Bicycle Subsidy
• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank,  Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses.

Ready to join our team? If you’re excited to grow, collaborate, and be part of the world’s leading delivery platform, we’d love to hear from you. Apply today!

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.