Head of New Partner Experience - UKI & EU
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (20.0%).
Occupation Type
Human resources and industrial relations officers
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
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
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.
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
- Influence and Negotiation: Stakeholder management, with resilience to face
- Project Management: Manage projects alongside a daily operation requiring quick
- Team work: Collaborative approach with peers and business leaders to build support
- Communication: Strong communication skills, with knowledge to respond to a
different channels
The desired experiences include
- 4+ years of experience in a call centre or similar environment focusing on delivering
- Experience working within the restaurant or grocery retail industries
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.
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.