Customer Base Management Lead (12 month FTC)

Customer Base Management Lead (12 month FTC)

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.

• 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.

• Proven experience in senior-level CBM, CRM, or Customer Lifecycle roles within fast-moving consumer businesses (e.g., e-commerce, tech, subscription services).
• Strong commercial mindset with a track record of designing and delivering CBM strategies that drive measurable performance improvement.
• Advanced analytical skills and comfort with data-led decision-making-able to turn insights into action.
• Expertise in customer segmentation, retention levers, personalisation, and lifecycle marketing.
• Skilled stakeholder manager-comfortable influencing across Product, Tech, and Marketing teams.
• Pragmatic, delivery-focused, and adaptable in fast-changing environments.
• Clear communicator with strong presentation and storytelling ability.
• A genuine passion for customers and a desire to build capability that lasts.

Here at JET, we offer our colleagues the chance to develop and grow alongside top talent in one of the world's leading food delivery companies. By providing a creative, dynamic and innovative environment, we empower our people and give them the ingredients for success. Ready to join us? Click Apply Now and send us your CV and motivational letter!

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

Want to know more about our company vision, culture or career growth opportunities? Have a look at our careers site.