SMB Head Of Account Management & Partner Experience EU

The Team

The UK&I 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.

You Will

• Define our future account servicing model for SMB accounts to ensure we provide optimum support to the right partners through the right communication channels in a scalable way Lead the implementation of this future model in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our partners

• Manage the daily account management operation to ensure the team are focused on the right activities to deliver our monthly, quarterly and annual commercial and partner satisfaction goals

• Build and coach a team that is engaged, inclusive and generates results 

• Develop the operational strategy for the NPX/AM centre, ensuring local programmes are accomplished efficientlyIdentify and implement additional training programmes partnering with the L&D function to build the commercial abilities of our inside personnel

• Partner with our operations teams to build local incentive programmes that inspire incremental performance improvements from our partners that would not have been achieved otherwise, resulting in a better consumer experience

• Identify and improve your area through adopting a test and learn culture that challenges how we do things to evolve

• Improve ways of working between desk-based AMs and field-based AMs, to ensure most cost-efficient route to serve partners whilst ensuring we deliver world class account management

• Lead 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 acquiring new partners

• Collaborate with central technology teams to

• Optimise the self-serve sign-up experience for partners

• Identify and prioritise the highest-value prospects to be targeted by our sales teams

• Deliver an omni-channel sales experience that maximises the productive time of our sales people

• Ensure we have a compelling sales pitch to prospects that can be tailored and delivered through multiple communication channels

• Partner with central operations in defining the requirements and use-cases for future process and tool enhancements which focus on reducing our cost to serve whilst maximising sales productivity

• Be a subject matter expert in how we acquire new partners, from data structure through to tool enablement and human interaction

• Build and coach a Restaurant Experience team that is engaged, inclusive and high-performing

• Create a compelling vision with a sense of unity and winning mentality across a large team of colleagues

• Establish high-volume recruitment processes to help Deliveroo to hire team members that are commercially and operationally astute with high customer- and people-centricity

• Foster collaboration throughout the organisation, understanding the benefit and importance of central / local collaboration

You

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

• Team Management: Can build an engaged team of contributors to deliver across a range of administrative processes

• Influence and Negotiation: Stakeholder management, with resilience to face challenges from senior members of the business and deliver a positive outcome

• Project Management: Manage projects alongside a daily operation requiring quick response as issues arise - strong work prioritisation, planning and task delegation

• Team work: Collaborative approach with peers and business leaders to build support and unlock resources to support delivery of your agenda

• Communication: Strong communication skills, with knowledge to respond to a variety of demands and the ability to engage with a variety of audiences through different channels

The desired experiences include

• 4+ years of experience in a call centre or similar environment focusing on delivering exceptional customer experiences

• Experience working within the restaurant or grocery retail industries

   

Workplace & Diversity

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.