Head of CRM

Job Description

As Head of CRM, you will own the lifecycle vision, performance, and strategy across three brands and 16 markets, driving sustainable growth through best-in-class customer engagement across food delivery and quick commerce

You will design and lead the engagement and CRM communication playbook across both food delivery and quick commerce, covering all relevant customer touchpoints — from onboarding and activation through engagement, retention, and reactivation — with a clear objective of maximizing customer acquisition, improving retention, driving Pro subscription, and accelerating quick commerce adoption.

You will thrive in this role if you are commercially minded, analytically rigorous, and comfortable operating in complexity. Leading cross-functional initiatives with senior stakeholders across Growth, Commercial, Product, and Data, you will ensure CRM enhances user experience and delivers measurable business impact in a fast-moving, highly competitive marketplace.

You will lead a team of skilled lifecycle managers, CRM Ops. professionals, and other MarTech experts, driving strong alignment across all members to deliver consistent and coherent messaging for an exceptional customer experience.

Responsibilities:

• Own end-to-end CRM execution at scale, delivering accurate, customer-first lifecycle, fintech, and subscription communications across markets.
• Generate regular, actionable insights using dashboards and lead their implementation
• Identify, design, and deploy advanced AI solutions and intelligent agents to optimize CRM workflows, streamline technical operations, and drive better customer engagement
• Guide the analytics team in developing robust weekly and monthly reporting frameworks that measure and clearly demonstrate the effectiveness of CRM communications.
• Guarantee operational excellence across all CRM initiatives by establishing scalable processes, clear governance, performance KPIs, and continuous optimisation frameworks.
• Build and govern automation-first CRM systems, shifting markets from ad-hoc campaigns to scalable, always-on programs with measurable business impact.
• Lead technical CRM excellence, owning advanced targeting, exclusion logic, QA, and troubleshooting across Braze and dynamic content frameworks.
• Drive cross-functional delivery, translating strategy into executable CRM solutions with Product, Data, Engineering, and Local Markets.
• Set CRM governance and quality standards, ensuring zero-error execution, strong safeguards, and long-term operational resilience.

Qualifications

• Bachelor’s degree with strong academic performance 
• > 10 Years of relevant experience in CRM, ecommerce or growth marketing related positions
• Excellent knowledge of Braze
• Obsessed about operational excellence
• Strong analytical skills with the ability to translate data into action
• Experienced in building and implementing AI agentic workflows to solve strategic business and technical issues
• Experience working cross-functionally with senior stakeholders
• Deep expertise in MarTech infrastructure and its direct influence on key commercial drivers like CAC and LTV; capable of converting intricate technical frameworks into measurable business results and directing technical resources toward high-ROI strategic initiatives
• High ownership mindset and comfort operating in ambiguous environments 
• Strong prioritization skills and pragmatic 80/20 problem-solving approach 
• Excellent written and verbal communication skills 

Additional Information