Head of E-Commerce, Digital & Delivery Marketing

Responsibilities

• E-Commerce & OOR: Own the marketing strategy and commercial performance of BRG’s OOR and delivery channels across the portfolio.
• This Will Include: Develop and own the annual OOR growth and marketing strategy across BRG brands.
• Own marketing relationships with key delivery aggregators and partners, including platforms such as Deliveroo, Uber Eats and Just Eat.
• Build the promotional and activation calendar for delivery, ensuring activity balances revenue growth, guest acquisition and profitability.
• Identify and develop compelling offers, bundles, exclusives and promotional mechanics that grow orders, frequency and average order value.
• Own delivery media and advertising strategy, ensuring investment is targeted, measurable and continually optimised.
• Work with Brand and Food teams to optimise digital menus, product hierarchy, photography, descriptions, merchandising and upsell opportunities.
• Ensure campaigns and NPD are brilliantly executed across delivery platforms from day one.
• Identify opportunities to grow direct ordering and reduce over-reliance on third-party channels where commercially appropriate.
• Partner with Operations to improve the end-to-end delivery guest experience, including availability, accuracy, speed and customer satisfaction.

Requirements

• Previous hands-on experience of restaurant/QSR delivery, aggregators or a comparable food delivery environment is essential for this role.
• CRM, Customer Data & Lifecycle Marketing: Own the CRM strategy across the BRG portfolio, moving our brands towards increasingly personalised, relevant and commercially effective guest communication.
• Responsibilities Include: Build CRM strategies that drive acquisition, frequency, retention and reactivation.
• Develop meaningful customer segmentation and lifecycle journeys.
• Own the CRM calendar alongside Brand and Campaign teams.
• Develop automated journeys across welcome, onboarding, repeat visit, lapsed guest, birthday and other relevant lifecycle moments.
• Use customer behaviour and transaction data to improve targeting and personalisation.
• Champion test-and-learn across subject lines, offers, audiences, channels, timing and creative.
• Establish clear CRM KPIs including database growth, engagement, conversion, frequency, retention and customer lifetime value.
• Apps & Loyalty: Own the commercial development and marketing performance of BRG’s consumer apps and loyalty propositions.