Head of CRM Strategy

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 platformfrom 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 journeyfrom 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 :

• 812 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 dynamicsespecially 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 toolsbut 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)

Remote Work :

No

Employment Type :

Full-time