Head of Customer Strategy and Promotions, New Verticals, Marketing

Job ID: R19724

Marketing

London - The River Building HQ

Permanent

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About the Team

This role sits within the Marketing Org with dedicated focus on New Verticals (Grocery & Retail). We are responsible for setting the global marketing strategy and lighting up new verticals, ensuring that Deliveroo has the ability to win in this new and highly competitive on-demand market.

The team enjoys a balance between solving high-impact strategic questions and pulling / optimising levers that have immediate impact on the performance of the business. The culture within the team is fast-paced, data driven and entrepreneurial.

About the Role

You will own the New Verticals customer lifecycle (from acquisition, activation, frequency, basket growth and win‑back); identify where to focus and which interventions to deploy by market and segment.

You will own & optimise a ~£14m global promotions budget, balancing growth and profitability; set promo guardrails, funding models (incl. vendor‑funded where relevant), and test‑and‑learn plans to maximise incremental ROI.

You will partner with CRM to define the New Verticals roadmap (in‑app, push, email): journey strategy, trigger design, cadence, targeting and experimentation to build lifetime value.

You will translate customer insight into action working with Data Science and Research & Insights to size opportunities, diagnose pain points and run experiments (A/B, holdouts, uplift models).

You will set global frameworks & playbooks (promo mechanic, lifecycle interventions, audience strategy, creative & messaging) and coach local teams on localisation and execution quality.

You will partner with Growth (paid media, partnerships, product) to align acquisition and activation plans to New Verticals targets.

You will partner with Product & Engineering on capabilities that unlock value (voucher/promo engines, segmentation, experimentation, attribution, martech integrations).

You will work with Commercial & Finance to structure co‑funding deals, track P&L impact and ensure promo governance (T&Cs, compliance, fraud risk management).

You will lead and develop a small, high‑performing team, set clear OKRs and create a culture of curiosity, speed and ownership.

What we are looking for

You will have proven depth of experience in growth, customer lifecycle & CRM or promotional strategy in e‑commerce, subscription, marketplace, grocery or retail sectors; global or multi‑market experience preferred.

You’ll have previously been responsible for large budgets, improving incremental ROI through experimentation and optimisation.

You will have excellent cross‑functional leadership — able to collaborate with Product, Data Science, Commercial, Finance and local Marketing teams; clear written/verbal communication.

You have a strong grasp of customer economics (CAC, payback, LTV, incrementality) and measurement design (holdouts, experimentation design)

You have experience defining CRM and / or product roadmaps and are a confident user of self-serve analytics platforms (Looker or equivalent)

You have leadership experience: hiring, coaching and developing talent in fast‑paced environments.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

Benefits

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions