Head of CRM Strategy

Company Description foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description We are looking for a visionary, empathetic, and data-driven Head of CRM Strategy (B2B) to lead vendor lifecycle and communication strategies across our food delivery marketplace. This role is critical to shaping how restaurants and vendor partners engage with our platform—from onboarding and education, to growth, retention, and reactivation. As the head of the B2B CRM function, you will build and lead a team responsible for end-to-end vendor lifecycle management. You will work cross-functionally with Vendor Ops, Product, Marketing, BI, and Local Market teams to design personalized, high-impact communications that drive operational excellence and long-term vendor success. You are both a strategic thinker and a hands‑on problem solver, passionate about empowering small and large businesses through intelligent systems, seamless communication, and deep human understanding. Key Responsibilities Strategic Leadership & Vision Develop and own the end-to-end CRM strategy for restaurant/vendor partners, with a clear view of the vendor journey—from onboarding to maturity to inactivity/reactivation. Define success metrics for each stage and build programs that move vendors forward. Champion a customer‑centric, insight‑led culture, embedding empathy into all communications and lifecycle touchpoints. Represent the vendor voice in senior leadership conversations. Lifecycle Design & Engagement Architect lifecycle journeys across key stages: Incubation, Growth, At‑Risk, Dormant, and Top Performers. Create frameworks for timely, relevant, and personalized communication across Email, WhatsApp, in‑portal messaging, webinars, tooltips, SMS, and offline nudges. Partner with Product and Ops to drive behavioral nudges, feature adoption, and performance coaching through CRM. Team Building & Management Build and lead a high‑performing CRM team including campaign managers, automation specialists, content strategists, and analysts. Foster a culture of autonomy, curiosity, accountability, and care within the team. Coach team members in stakeholder collaboration, data storytelling, and experimentation. Data, Insights & Experimentation Partner with BI to build dashboards and models for vendor segmentation, health scoring, churn prediction, and campaign performance. Champion a culture of continuous experimentation: A/B testing messaging, formats, frequency, and incentives to identify the highest‑performing combinations. Turn raw data into actionable insights that directly impact business KPIs. Cross‑Functional Leadership Act as the connective tissue between Vendor, Ops, Product, Tech, Brand, and Local Market teams to bring cohesive lifecycle experiences to life. Collaborate on campaigns for subscription upsells, promotional partnerships, training programs, seasonal readiness, and more. Work with Tech/Product to scale CRM tooling, integrations, and automation capabilities. Tooling & Infrastructure Own the CRM stack (e.g., Braze, Salesforce, MoEngage, CleverTap), ensuring it supports personalization, segmentation, automation, and measurement. Streamline processes for campaign creation, testing, QA, and reporting. Drive continuous improvement of tools, workflows, and data hygiene. Qualifications 8–12 years of experience in CRM, Lifecycle Marketing, or Partner Engagement in a B2B or marketplace setting (preferred industries: food delivery, e‑commerce, SaaS, fintech, logistics). 3+ years in a leadership or head‑of department role with team management responsibilities. Deep understanding of B2B dynamics—especially how to engage partners across varying levels of tech‑savviness, size, and motivation. Strategic systems thinker with a human‑first mindset and strong problem‑solving instincts. Fluent in CRM tools (Braze, Salesforce, etc.), analytics (dashboards, SQL basics), and experimentation methodology. Strong executive communication and stakeholder management skills. Demonstrated success in scaling lifecycle programs across diverse regions or markets. Educational background from a top‑tier university is preferred. Consulting background is preferred. Additional Information Vendors are the lifeblood of our marketplace. This role ensures we support them not just with tools—but with timely, relevant, and compassionate communication that builds trust, confidence, and performance. You will shape how thousands of restaurant partners grow their businesses on our platform. Success Metrics Reduction in vendor churn and “zombie” accounts Uplift in vendor activation, participation, and feature adoption Increased performance of incubation and reactivation campaigns Improved vendor satisfaction scores (CSAT/NPS) Campaign efficiency (open rates, CTRs, conversion) #J-18808-Ljbffr