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LI-MH

ALL ABOUT THE ROLE

We’re on the lookout for a Customer Base Management (CBM) SME to join the UK Marketing team on a 12-month fixed-term contract. This is a unique opportunity to shape and embed a critical capability for Just Eat, driving retention and frequency growth across our customer base.
You’ll play a hands-on role in designing and implementing a CBM operating model tailored to our needs, while guiding the strategy, analytics, and tactical plans that sit behind it. Alongside this, you’ll build internal capability - upskilling team members to lead and sustain CBM initiatives for the long term.
This is a high-impact role that blends strategic thinking, cross-functional collaboration, data-led insight, and hands-on delivery. You’ll bring deep CBM expertise—ideally from fast-paced consumer businesses—and use it to help Just Eat better understand, retain, and grow our customer base.

KEY RESPONSIBILITIES

• Design and implement the CBM operating model: Shape the end-to-end structure, aligning to global strategy while meeting local UK needs.
• Lead CBM analytics direction: Guide the analytics team to generate meaningful insights that drive better retention and frequency outcomes.
• Develop and optimise strategy: Use customer insight to create actionable CBM strategies and business cases that improve commercial performance.
• Build tactical levers: Identify and develop initiatives across channels (e.g., CRM, promotions, personalisation, in-app experience) to activate and retain customers.
• Drive cross-functional collaboration: Partner with Product, Tech, Operations, and Data to embed CBM across the customer journey.
• Measure impact: Define key KPIs and implement robust measurement frameworks to track effectiveness and guide optimisation.
• Upskill the team: Coach and support internal team members to embed CBM capability sustainably beyond the life of the contract.