Sales Operations and CRM Manager

Strong expertise in salesforce and HVS very desirable

The Company

Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK.  We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.  

The Team 

The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, 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 the Sales Operations and CRM Manager for Europe and UK, your role will be pivotal in ensuring that our operational teams are fully equipped and proficient in executing their roles with excellence. Collaborating across various functional areas, you will ensure that our contact centre agents have access to the essential tools required to deliver exceptional service to our restaurant partners, spanning sales, service, and account management. Your responsibilities will encompass overseeing the implementation, management, and optimisation of tools and resources, all aimed at empowering employees to perform their roles effectively and efficiently within SMB. Your primary focus will be on providing the necessary tools, technologies, and resources to bolster the productivity and effectiveness of the workforce.  

What you’ll be doing

• Support and problem solving: Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives
• Data Analysis & Reporting: Assessing ongoing utilisation and effectiveness of existing tools & identifying areas of improvement including but not limited to Salesforce, HVS and dialler telephony systems. Providing insights to leadership on the impact of these tools on employee productivity and business outcomes
• Tooling optimisation: Supporting deliver the operational strategy for the Sales centre, ensuring all existing and new tools are maintained and implemented with clear project plan including post live adherence tracking
• Digital Partner Communication: Owning HVS communication, ensuring all written communications to partners is of the highest quality and reviewed in a timely manner to address any changes that are required as the business evolves
• Knowledge Management: Owning and delivering the knowledge hub, creating and maintaining relevant documentation that enables consistency across the operation with a best in class hub that houses all SMB process and policies 
• Collaboration and Communication: Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in having best in class conversations
• Cross-functional Collaboration: Collaborating with all SMB teams and broader central teams to ensure the effective delivery of tools and enablement initiatives, identifying opportunities, and mitigating risks
• Training and Enablement:  Developing and delivering training programs to ensure that employees are proficient in using the tools and technologies provided.  Creating enablement resources, such as documentation, guides, and tutorials, to support employees in utilising the tools effectively
• Process Improvement: Collaborating with different teams to understand their workflow and processes, and identifying opportunities to streamline and optimise these processes through the use of appropriate tools and resources
• Change Management: Facilitating the adoption of new tools and technologies within the organisation, ensuring that employees are adequately prepared for changes and that the transition is smooth and successful
• Project Management - Leading tooling and enablement initiatives by gathering requirements, creating approval documents, building project plans, progress tracking, and delivery

The Candidate

This is a fast-paced role which will require an individual that can balance a number of competing priorities whilst remaining focused on core performance indicators. The candidate will be passionate about delivering initiatives that drive performance across the operation and will be someone who is innovative in their approach. The successful candidate will have a keen eye for detail and will be someone who has strong stakeholder management skills.

The required skills include:

• Strong written and verbal communication skills
• Proven ability to lead and deliver complex plans against deadlines ensuring a clear prioritisation model is implemented
• Strong project management skills with the ability to deliver against time centric deadlines
• A self-starter; proactive & always thinking of what the next step needs to be  in order to future proof the operations
• Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome 
• Strong technical proficiency, rounded understanding of various tools, technologies, and software used within the contact centre, as well as the ability to quickly learn and adapt to new tools and platforms
• Capability to analyse data and metrics to measure the impact of tools on productivity and business outcomes, and to make data-driven decisions for tooling and enablement strategies
• Strong problem-solving skills to address challenges related to tool implementation, usage, and optimisation, and to identify solutions that enhance operational efficiency and effectiveness

The desired experiences include:

• Experience in working with Salesforce system for pipeline management and customer enhancement
• Experience in using and maintaining High Velocity Sales
• Experience in dialler technology, ideally power and predicted modes
• Contact centre experience

Interview Process

At Deliveroo we want to ensure our candidates get to meet a number of people from the business and in turn be assessed fairly if they are a good fit for the role, we operate a loop process where candidates will have 4 parts to the process meeting a variety of key stakeholders for the role they have applied for. All candidates will be required to complete the 4 part Loop process, detailed below:

• Stage 1 - Screening interview
• Stage 2 - Presentation  
• Stage 3 - Interview 
• Stage 4 - Interview

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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.

Location

We operate a hybrid approach to our working location, this role will be expected to be on site in our Manchester office 3 days a week. 

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive 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 incredibly exciting space.