Head of Customer Strategy and Promotions, New Verticals, Marketing

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.

Workplace & Benefits

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.