Senior CRM Manager

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 a Senior CRM Lifecycle Manager, you will own and evolve the automated CRM programs that drive long-term customer engagement, retention, and customer value at Just Eat Takeaway.com. You will design multi-step journeys, define personalization logic, and build customer migrations across lifecycle stages: from Prospect to New, Engaged, Lapsing, Churn Risk, and Reactivated.

Working closely with various CRM teams (Product Owners, Data Specialists, and Tech Engineering), you will turn customer insights and behavioural signals into scalable lifecycle programs that reach millions of customers. You will become a subject-matter expert in customer triggers, Next Best Action logic, and CLV-driven optimization, shaping how JET engages customers throughout their lifecycle.

These are some of the key ingredients to the role:

Drive Customer Migration & Value Growth

• Develop and optimize multi-step, trigger-based lifecycle programs (activation, frequency, reactivation, churn prevention, loyalty).
• Define customer-stage transitions and logic to move users between lifecycle stages.
• Identify behavioural barriers and opportunities to increase frequency, retention, and CLV.
• Translate customer insights into concrete lifecycle improvements.
• Use predictive signals, NBA logic, and voucher strategy to personalize programs.

Build & Scale Lifecycle Frameworks

• Partner with CRM Product Owners to embed lifecycle logic across Braze, SFMC, HighTouch, and our CDP.
• Collaborate with Data Science on predictive models, triggers, and behavioural signals.
• Ensure programs are technically robust, compliant, and aligned with platform best practices.
• Define success metrics (activation, migration uplift, predicted orders, CLV, retention).
• Run A/B tests and experimentation to continuously improve performance.
• Document lifecycle rules, personalization logic, and decision frameworks for global consistency.

Enable Markets & Ensure Global Scalability

• Work with Regional CRM teams to adapt programs to local nuances without compromising lifecycle structure.
• Provide strategic guidance and governance on how lifecycle programs should be adopted within market CRM strategies.
• Share insights and learnings to evolve JET’s global lifecycle playbook.

What will you bring to the table?

• Proven experience designing or optimizing automated CRM programs (Braze, SFMC, or similar).
• Strong understanding of customer behaviour, segmentation, and lifecycle frameworks.
• Excellent analytical skills; ability to interpret data, define metrics, and form optimization hypotheses.
• Comfortable working cross-functionally with Product, Data Science, and technical teams.
• Ability to connect strategic retention goals (CLV, migration, predicted orders) with hands-on program design.
• Experience in fast-paced, matrixed organizations.
• Systems thinker: you see scalable end-to-end journeys, not isolated campaigns.
• Continuous improvement mindset: analytical, iteration-driven, and performance-obsessed.
• Collaborative, open, and able to influence without authority.
• Fluent in English

At JET, this is on the menu:

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.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.