Head of CRM Operations

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online 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 Operations, you will lead a central team responsible for driving CRM performance across 12 European markets. Reporting directly to the Sr. Director Customer Engagement & Loyalty, you will oversee the end-to-end execution of CRM campaigns, from planning and segmentation through to delivery and reporting.

You will lead a team of CRM experts and Team Leads who act as trusted partners to local marketing teams, ensuring operational excellence while balancing global frameworks with local market priorities. A key focus of the role is to reduce time to market, increase efficiency through automation and templating, and build scalable best practices that empower both in-house teams and agency partners.

Your leadership will shape how millions of customers experience our CRM channels and directly support local markets in achieving their retention and loyalty goals. You will grow the team from CRM specialists into well-rounded Customer Engagement & Loyalty experts, expanding their skills beyond execution to strategic customer impact.

These are some of the key components to the position:

• Lead and develop a high-performing CRM Operations team of approximately 20 FTE, including three Team Leads.
• Set the strategic direction for the European CRM campaign calendar, aligning global initiatives, local priorities, and automated programs to maximize business value.
• Act as the strategic partner for local market leadership, advising on segmentation, channel strategy, and customer journey best practices.
• Drive operational excellence by creating automation, templates, and scalable playbooks to simplify processes and reduce campaign time-to-market.
• Champion efficiency projects, such as AI-assisted content creation and process streamlining, to scale CRM delivery and impact.
• Manage the relationship with our digital agency partner to ensure high-quality, on-time campaign delivery.
• Drive performance analysis and reporting, focusing on initiatives with the highest impact on incremental orders and Customer Lifetime Value (CLV).
• Collaborate with Product, Tech, and Data teams to identify and prioritize improvements across key CRM functionalities and customer touchpoints.

What will you bring to the team?

• Significant experience in CRM marketing, with proven expertise in email, push, and in-app channels.
• Strong track record in people leadership, including managing and developing Team Leads and diverse international teams.
• A customer-centric mindset with the ability to translate data and insights into actionable CRM strategies.
• Expertise in segmentation, personalization, and A/B testing, with a focus on driving retention and order frequency.
• Proven ability to balance global strategy with local needs, advising markets on how to adapt centrally defined programs for maximum impact.
• Experience in process improvement and a continuous drive for operational efficiency, automation, and scaling best practices.
• Excellent stakeholder management skills, with the ability to influence Heads of Marketing, Product, and central teams.
• Strong organizational skills, attention to detail, and the ability to thrive in a fast-paced, multicultural environment and fluency in English.

At JET, this is how we play

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.