Head of New Partner Experience - UKI & EU

Job ID: R20978

Commercial

Manchester - Main Office

Permanent

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The Team

The UKI and EU Small Medium Business (SMB) team is responsible for Deliveroo's relationships with the many thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in the UK, Ireland and Europe, ensuring that they continue to grow and operate well. The SMB team spans the full life-cycle of partner interactions from initial acquisition, onboarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.

The Role

As Head of NPX & AM for our SMB Commercial team, you will lead a team of managers that are responsible for the core performance of our SMB partners. Your team will be focused on supporting new partners as they join our platform and managing the SMB base through both portfolio and campaign management. This role is based in Manchester and you will report to the SMB Commercial Director. You will focus on strategic planning for the future through partner management. This is a hybrid role, working in the Manchester office and remotely.

What you will do:

Partner Obsessed: Be the champion for our newly acquired partners; creating a best in class contact centre that drives impactful conversations with our partners; enabling them to get the most from the Roo platform

Commercially astute: Ensure your team are leading from the front in supporting drive the right commercial outcomes for the business and our partners; implementing sales through service models that ensure our partners are able to be successful whilst driving the right outcomes for Roo.

Define the Future: Design and implement a scalable servicing model that balances high-tech self-serve tools with high-impact human interaction.

Lead at Scale: Manage a large team of managers and agents, fostering a high-performance, inclusive culture in our Manchester hub; across all four EU markets

Drive Strategy: Partner with global Tech and Ops teams to build the tools, incentives, and contact strategies that move the needle for our partners.

Test & Learn: Champion a culture of experimentation to constantly evolve how we support our SMB base.

You:

This is a demanding role which will require a leader with experience launching plans that drive change at scale. You will be passionate about employee engagement and motivated to create a winning culture. You will have experience with P&L ownership and guide impact through scalable solutions.

The required skills include:

• Leadership: The skill to balance results with employee engagement
• Team Management: Can build an engaged team of contributors to deliver across a range of administrative processes
• Influence and Negotiation: Stakeholder management, with resilience to face challenges from senior members of the business and deliver a positive outcome
• Project Management: Manage projects alongside a daily operation requiring quick response as issues arise - strong work prioritisation, planning and task delegation
• Team work: Collaborative approach with peers and business leaders to build support and unlock resources to support delivery of your agenda
• Communication: Strong communication skills, with knowledge to respond to a variety of demands and the ability to engage with a variety of audiences through different channels

The desired experiences include

• 4+ years of experience in a call centre or similar environment focusing on delivering exceptional customer experiences
• Experience working within the restaurant or grocery retail industries

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an exciting space.

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

Work Life

• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events - examples include dinners, dance lessons and in-office yoga sessions