Head of Merchant Excellence

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Hybrid Role - Manchester based (3 days a week) Overview

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

As a member of the Merchant Leadership team you will bring significant experience to the group, sharing industry knowledge and applying this in the on going development of the service. You will be regularly required to discuss performance with Deliveroo's SLT, are comfortable in communicating with C suite, and are able to break down complex problems for discussion.

Role

As Head of Merchant Excellence you will be responsible for owning the strategy in delivering world class service to our partners, working with colleagues in other departments (i.e. Product, Legal, People, etc.) to influence the development of Product and Policies which will further advance the department's strategic goals. As an experienced Operations leader, you will set department level targets for the team, and follow these through to achievement.

Your team consists of c.80 enthusiastic frontline colleagues predominantly based in our contact centres in Manchester & Italy; the teams are led by a functional management team that reports to you. To deliver your goals, you will collaborate closely with cross functional teams including Partner policy, Product; Operational excellence and Finance as well as working with your peers on the Commercial Leadership team responsible for our National Account partners.

What you'll be doing

• Recommend the strategy (In house vs outsource, site selection etc.) behind the Partner Operations service, and be accountable for global performance, ensuring consistent delivery of KPI metrics.
• Partner with Product and Tech teams in the development of future roadmap initiatives, providing guidance around channel strategy (Agent vs Self Service), agent system pain points, and identifying opportunities for future operational efficiency improvements.
• Design the framework for Partner Operations managers to operate within, ensuring suitable monitoring of performance, and vendors are held accountable to performance.
• Manage performance of your direct report, ensuring support and motivation is provided regularly through 1 1's, performance reviews, team meetings etc.
• Review and action improvement plans on the employee satisfaction survey.
• Provide leadership and make strategic decisions to contribute to the delivery of the department's objectives.
• Own deep dives and lead updates for the senior leadership team and Exec stakeholders on specific issues.
• Relentlessly drive performance by surfacing issues across our operations and influencing stakeholders to address them.
• Develop key stakeholder relationships with local market senior management, building trust in your business areas and taking forward feedback on areas for opportunity in the market.
• Lead and develop the people within the Partner Operations team, fostering a high performance culture inclusive of experimentation and continuous learning.
• Be part of a 24/7 on call rota, roughly 2 weeks per quarter.

Requirements

• A significant amount of relevant experience in a senior leadership contact centre or related operational leadership at scale in an international, multi centre setup.
• Strategic mindset and ability to influence with exceptional communication and relationship building skills.
• Confident in managing multiple stakeholders of different levels.
• Exceptionally strong operations background with broad experience in building and scaling customer care organisations in fast paced, operationally complex, consumer facing businesses, supporting international customers across a variety of channels.
• Experience managing team managers / team leaders while being able to implement performance management initiatives.
• Detailed and action orientated, with experience of leading performance improvement projects.
• Is comfortable leading crucial business updates and can speak up when working with more senior stakeholders and partners.
• Is knowledgeable of CRM systems (e.g. Salesforce) and has experience of creating reports across systems.
• Takes personal accountability for quality and accuracy of their work.
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential.
• Has the ability to write clear and concise project documents, easily comprehensible by individuals at all levels of seniority.
• 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.

• Funded single cover healthcare on our core plan, with the option to add family members at own cost.
• On site gym (HQ), discounted external gym membership.
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass.
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments.
• Life assurance.

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.