Global Head of CRM Platform & Solutions

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.
 

About this role

As the Head of CRM Platforms and Solutions, you will be a pivotal leader, reporting directly to the Sr. Director Customer Engagement & Loyalty. You will be responsible for defining the global CRM stack vision, shaping our customer lifecycle and automation strategy and enabling our in-market CRM operations teams.

You will own the global CRM infrastructure, defining customer data requirements for our central Data & Analytics (DnA) team and collaborating closely with Product & Technology (P&T) teams to enhance the CRM user experience across our core customer platforms (Web and App). Your leadership will directly influence how we build, automate, and scale customer communications across all channels and segments. A key focus for the next 12 months will be the transition towards AI-driven campaign orchestration.

These are some of the key ingredients to the role:

• Own and evolve the global CRM technology stack vision, roadmap, and strategy as well as the CRM lifecycle and automation strategy and roadmap 

• Lead, mentor, and develop a high-performing team of 19FTE, consisting of 

  • CRM Technology team (9FTE)

  • CRM Lifecycle (8 FTE)

  • 2 dedicated specialists reporting directly to you;
     

• Oversee the integrity, efficacy, and continuous improvement of our global CRM platforms, including Salesforce Marketing Cloud, Braze, and custom developed tools;

• Drive initiatives for workflow and process automation to enhance efficiency and scalability for all users of the CRM platforms

• Lead the definition of the customer data enrichment roadmap and oversee the implementation of a new orchestration layer within the CDP, including the underlying models necessary for AI-driven campaign orchestration;

• Ensure the technical enablement to all CRM stack users across the organization (CRM Ops, Partner, Scoober, Delco, UK, AU, CA, JETPay, Internal Comms);

• Drive the strategy and implementation of global lifecycle and automated campaigns (e.g., Welcome, New In Your Area (NIYA), Grocery, Reactivation Boost, recommendations, real-time data triggers);

• Oversee transactional communications related to order fulfillment, JET+ (subscription), and Stamp Cards (savings);

• Oversee and guide technical solutioning for complex CRM initiatives, such as end-to-end in-app gamification and universal linking.

• Collaborate closely with central Customer Intelligence teams to conduct in-depth analyses on campaign effectiveness and incrementality studies, translating insights into actionable strategies for CRM optimization.

What will you bring to the table?

• Significant progressive experience in CRM technology leadership, Customer journey design, product management, or technical program management, with a proven track record in defining and executing CRM strategies;

• Extensive experience with leading global CRM technology stacks such as Salesforce Marketing Cloud and Braze, including their integration and optimization;

• Deep expertise in customer data platforms, data models, and the technical enablement required for diverse CRM operational teams;

• Demonstrated experience in developing and implementing global customer lifecycle and automation strategies;

• Proven ability to lead and manage both CRM marketers and CRM technical teams, including developers (Liquid, Ampscript, API Integration), fostering their growth and ensuring high-quality output;

• Exceptional stakeholder management skills, with the ability to navigate complex organizational structures and influence decisions with both technical and non-technical audiences;

• Strong strategic mindset and business acumen, capable of translating technical possibilities into tangible business outcomes.

• Comfortable working with ambiguity and thriving in a fast-paced, dynamic environment in an international and multicultural setting.

Our teams foster strong internal connections and collaborate with some of the world's most recognized brands, creating a truly international impact within a dynamic environment. The JET culture is characterized by its fun, fast-paced, and supportive nature, emphasizing continuous movement, professional growth, and celebrating the contributions of every JETer. This vibrant atmosphere empowers us to consistently stay ahead of the competition.

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

Are you ready to take your seat? Apply now!

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