At a glance
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Manchester
About the role
- The Head of Account Management UKI & EU will lead the SMB team in Manchester, focusing on driving sustainable, profitable revenue growth for independent restaurant, retail, and grocery partners.
- This role involves owning the contact strategy, managing a large, diverse team, and implementing processes that balance partner success with operational efficiency.
- The position requires a senior leader capable of combining analytical rigor with the ability to inspire and motivate frontline colleagues within a fast-paced contact centre environment.
Responsibilities
- Execute a remote account management model to support SMB partners in maximizing delivery potential.
- Own and implement the remote account management model, balancing partner growth with cost-to-serve.
- Collaborate with B2B Marketing, L&D, Product, and Finance teams to drive best-in-class results.
- Deliver a seamless partner support service to ensure Deliveroo is the service leader in the UKI & EU markets.
- Leverage process improvements and contact centre technologies to ensure timely and high-satisfaction partner support.
- Utilize data and partner insight to identify root causes of issues and work with Product teams to address them.
- Establish consistent routines to measure and act upon partner satisfaction.
- Build, coach, and lead an engaged, inclusive, and high-performing commercial and operational team.
- Recruit and coach team members with a focus on commercial and operational acumen.
- Support day-to-day contact centre operations to meet monthly, quarterly, and annual commercial objectives.
Requirements
- Exceptional senior leadership skills with a proven track record in driving engagement through medium-large sized workforces.
- Strong commercial acumen with the ability to drive outcomes through relevant frameworks.
- Strong attention to detail and ability to set and maintain high standards.
- Excellent communication skills with the ability to present clearly to stakeholders.
- Exceptional stakeholder management skills with resilience and maturity.
- Good problem-solving skills with the ability to work independently.
- Ability to manage multiple projects simultaneously.
Preferred qualifications
- Contact Centre experience
Workplace
- Hybrid approach to working location.
- Expected to be on-site in the Manchester office 3 days a week.
Skills
- Account Management
- Stakeholder Management
- Contact Centre Operations
