Retention Manager

Job Description

We are on the lookout for a Retention Manager to join the Customer Engagement team on our journey to always deliver amazing experiences. 

Join the team driving brand growth and customer engagement across our markets. As part of our Marketing Team, you’ll help shape strategies that build customer loyalty and optimize the effectiveness of our marketing investments. With each campaign and initiative, you’ll play a key role in creating connections with millions of customers, positioning Delivery Hero as a leader in the market.

Customer Engagement (CE) team is a pivotal part of Delivery Hero’s central marketing function, focusing on developing DH-wide marketing strategy, frameworks, and tools for adoption by our local entities. As a member of CE, you will sit at the intersection of various marketing disciplines (e.g., CRM, Incentives, Product) and Global/Local functions, you will serve as a critical link to drive scalable global impact, and will be instrumental in establishing transparency and disseminating best practices across the entire Delivery Hero ecosystem.

Specifically, as a Retention Manager you will:

• Lead the development of global marketing strategies, frameworks, and playbooks (including customer segmentation, targeting models, and lifecycle frameworks) in collaboration with local entities and central teams

• Drive alignment and adoption of global marketing best practices by closely collaborating with local marketing teams, understanding their unique challenges, and ensuring relevance

• Develop deep relationships with local entity stakeholders to foster a collaborative environment and ensure two-way communication for continuous improvement

• Analyze performance data and local insights to identify opportunities for increasing user conversion, retention, reactivation, and high-value actions across all markets

• Define clear metrics and reporting structures to monitor the effectiveness of global marketing initiatives and ensure transparency of results across DH

• Champion the voice of the local markets within the central marketing teams to ensure global strategies are localized and impactful

Qualifications

• 3-5 years of experience in a strategic marketing role , ideally within an international e-commerce or consulting environment, focusing on customer lifecycle, retention, or engagement

• Proven track record of successful international stakeholder management and relationship building , demonstrating the ability to drive alignment and adoption across diverse local teams

• Strong analytical mindset with proficiency in data analysis, reporting, and deriving clear, actionable business insights from complex datasets

• Solid grasp of experimentation and testing methodologies (e.g., A/B testing) to optimize marketing frameworks and strategies

• Exceptional communication skills (written and verbal), including the ability to structure and clearly present complex issues, strategies, and performance insights to various audiences

• Highly structured and proactive approach to project management , capable of managing multiple priorities and open topics simultaneously in a fast-paced environment

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you’re in good shape, then we’re in good shape.

 

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week

• We offer 27 days holiday with an extra day on 2nd and 3rd year of service

• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.

• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Gym & Bicycle Subsidy

• Cash. Dough. Cheddar. Whatever you call it, we’ll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan

• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses.

• Wondering what relocating to Berlin is like? In this article, we’ve put together 10 things you should know about moving to Berlin and how Delivery Hero can support you. You can also visit our relocation hub and check out more information about moving to Berlin.

• Ready to prepare for your interview? Check out the list of the 5 most common interview questions and answers created in collaboration with our recruiters.

 

Ready to join our team? If you’re excited to grow, collaborate and be part of the world’s leading

delivery platform, we’d love to hear from you. Apply today!

 

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you.

We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just let us know with an email to our Inclusion Officer at [email protected].

Severely disabled applicants with equal qualifications will be given preferential consideration.

You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.