At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Manchester
About the role
- Join the Merchant Excellence team to ensure restaurant and retail partners receive world-class support and seamless operational experiences.
- Responsible for the strategic direction and performance of a c.80-person global operation across the UK and Italy.
- Act as the architect of the partner support strategy, moving between high-level executive discussions and granular operational performance management.
Responsibilities
- Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.
- Partner with Product and Technology teams to shape the future roadmap.
- Provide the voice of the merchant, identifying agent pain points and advocating for self-service vs. agent-led channel strategies.
- Set and achieve department-level targets for a team of c.80 colleagues.
- Design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.
- Act as a trusted advisor to the Senior Leadership Team and C-suite, leading deep dives into operational issues and presenting data-driven solutions.
- Manage performance, drive employee satisfaction initiatives (Peakon), and mentor the next generation of Deliveroo leaders.
- Surface operational friction and influence stakeholders across Product, Legal, and Finance to address root causes.
- Participate in a 24/7 on-call rota for approximately 2 weeks per quarter.
Requirements
- Significant leadership experience in a large-scale, international contact centre or operational environment.
- Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
- A proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
- Proficiency in CRM systems (e.g., Salesforce) and solid analytical skills (Excel pivot tables, INDEX MATCH).
- Experience managing managers of managers, implementing performance initiatives, and driving engagement across multi-site setups.
- Ability to write concise project documents that bridge the gap between technical operations and executive strategy.
Preferred qualifications
- SQL skills
Workplace
- Based in the Manchester office with a hybrid work pattern (3 days in-office)
Skills
- Salesforce
- Excel
- SQL