Growth Strategy Manager - Uber Direct (Retail)

London, England, United Kingdom

3/26/2025

About Uber

Uber Direct is our Delivery-as-a-service product which enables restaurants, grocers and retailers to unlock last mile delivery for their customers via their app or website by utilising our network of delivery partners.

Role Description

As a Customer Success Manager, you will be responsible for helping to drive Uber Direct's new business venture within the retail category. You will collaborate with brands to help them grow their business sustainably whilst delivering the best experience to our users. This role calls for a combination of relationship management, business strategy, operational excellence and problem solving. You should be comfortable in an "all hands on deck" environment, love solving problems, thrive in a startup culture, and above all be passionate about our product and partners.

What You Will Do

• Build and maintain strong relationships with customers
• Acts as primary owner of customer health (e.g. improving defect rate, order reject rate, time open for orders on platform : business open hours ratio, monitoring efficiency of ad spend, etc.)
• Proactively engage with customers to ensure their satisfaction and success
• Advocate for customer needs in product development and service improvements. Coordinate with internal teams to address customer concerns or issues.
• Identify potential issues before they escalate
• Monitor relevant customer metrics and account health, product usage and adoption rates, customer goals and outcomes, etc.
• Conduct regular account reviews (e.g., Quarterly Business Reviews) in partnership with Account Manager
• Conduct presentations on product value and ROI to stakeholders
• Identify opportunities for account expansion
• Recommend additional products or services that align with customer needs
• Support the sales team in securing renewals and upgrades
  
  

Qualifications

• 3+ years of customer or client facing experience ideally in account management, or 2+ in consulting.
• Previous experience setting and achieving business targets
• Analytical skills: Comfortable with data analysis, excel, presenting findings and recommendations. Data driven decision making mentality and sound business judgment through strong analytical thinking.
• Commercial acumen: Understanding of how businesses and organizations work and how to navigate a partner's business
• Communication: Excellent communication skills and the ability to manage diverse stakeholders across businesses and levels.
• Project management: Able to create meticulously detailed execution plans for large-scale projects (eg. launching a new product, onboarding a major enterprise) and then deliver them to plan regardless of any surprises or ambiguity along the way
• Stakeholder management: Experience working with cross-functional stakeholders, e.g., commercial, analytics, technical, legal teams
• Highly autonomous, self-starter, comfortable with ambiguity: Able to come up with new ideas and execute them autonomously
• Interest in retail and consumer goods landscape
  
  

Preferred Qualifications

• Eagerness to learn - Go Get It attitude
• Critical thinking capabilities
• Knowledge of Last Mile Delivery space
• SQL experience
  
  

*As we are hiring for multiple Customer Success Manager- Uber Direct (UK) roles your application will be considered for all three positions*