Lifecycle CRM Manager at Takeaway

Hungry for a challenge? Just Eat Takeaway.com is the leading global online food delivery platform, dedicated to empowering everyday convenience. Our tech platform connects millions of customers with numerous restaurant, grocery, and convenience partners worldwide.

About this role:

As a Lifecycle CRM Manager, you will be responsible for overseeing global lifecycle programs aimed at increasing Monthly Unique Buyers (MUB) and enhancing customer retention across all JET markets.

This role is hands-on and data-driven. You will design and manage programs throughout the customer lifecycle, focusing on activating new customers, rewarding loyal ones, re-engaging lapsed customers, and running structured experiments to continuously improve performance while monitoring budget, voucher spend, and incremental ROI.

Responsibilities:

Own and optimize lifecycle programs, including reactivation, activation, retention, and engagement initiatives.
Drive customer engagement through loyalty programs and non-incentivized campaigns leveraging next-best-action recommendations.
Manage the full program cycle, including audience definition, proposition strategy, campaign setup, pacing, and post-send monitoring.
Ensure reliable global program execution, quickly identifying and resolving issues.
Maintain audience logic to prevent over-communication and protect program integrity.

Audience & Performance:

Define and manage customer audiences using tools like HighTouch, applying lifecycle logic and targeting rules.
Utilize customer intelligence signals to enhance targeting and improve cost-efficiency.
Document audience logic for scalability and reuse globally.
Monitor MUB, DUB (Daily Unique Buyers), voucher spend, and redemption rates regularly.
Pace voucher budgets against monthly targets, flagging deviations early and proposing adjustments.
Use data to identify friction points and opportunities across the customer lifecycle.

Run Structured Experiments:

Design and execute A/B and multivariate tests within the team's testing cycles.
Test various factors such as voucher values, timing, messaging, and targeting rules to understand their impact on MUB.
Analyze results rigorously, measuring MUB uplift, IOV (Incremental Order Volume), CPiO (Cost Per Incremental Order), and redemption rates.
Translate findings into clear recommendations and integrate them into the program roadmap.

What will you bring to the table?

Hands-on experience with CRM platforms (e.g., Braze, SFMC, Adobe, Iterable).
Strong understanding of customer journeys, segmentation, and personalization.
Analytical mindset, capable of interpreting data and identifying patterns.
Ownership mentality: a desire to own programs rather than just execute tasks.
Ability to collaborate across multiple teams (data, technical, creative).
Problem-solving skills with a focus on proposing solutions and iterating quickly.
Strong communication skills and the ability to influence stakeholders.
Fluency in English.

What we offer:

At JET, our teams connect internally and collaborate with renowned brands, creating a truly international impact in a dynamic environment. Our culture is fun, fast-paced, and supportive, focused on movement, growth, and celebrating our JETers. Thanks to our team, we stay ahead of the competition.

Inclusion, Diversity & Belonging:

At Just Eat Takeaway.com, we embrace diversity and are committed to fostering an inclusive culture where everyone feels they belong and can bring their authentic selves to work every day.

What else is cooking?

Interested in learning more about our JETers, culture, or company? Visit our career site for stories, blogs, podcasts, and more insights into life at JET.