Head of New Partner Experience - UKI & EU

Role Overview

Deliveroo is seeking a dynamic and experienced Head of New Partner Experience (NPX) & Account Management (AM) to lead our SMB Commercial team in the UKI & EU region. This pivotal role is based in Manchester and reports directly to the SMB Commercial Director. You will be responsible for leading a team of managers focused on the core performance of our Small Medium Business (SMB) partners, ensuring they thrive on the Deliveroo platform. This involves supporting new partners during their onboarding process and managing the existing SMB base through strategic portfolio and campaign management.

A Day in the Life

As the Head of NPX & AM, your day will be multifaceted, encompassing strategic planning, team leadership, and operational oversight. You will start by reviewing performance metrics and identifying areas for improvement. A significant portion of your time will be spent collaborating with your team of managers, providing guidance and support to ensure they are equipped to drive impactful conversations with partners. You will also engage with cross-functional teams, such as Tech and Ops, to build the tools and strategies necessary to move the needle for our partners. Experimentation and continuous improvement will be at the heart of your approach, as you champion a culture of testing and learning to constantly evolve how we support our SMB base.

Why Manchester?

Manchester serves as the main office for this role, providing a central hub for the SMB Commercial team. The city offers a vibrant and diverse business environment, making it an ideal location to foster collaboration and innovation. Being based in Manchester allows you to directly oversee the in-house contact centre and collaborate with third-party contact centre providers, ensuring seamless service delivery to our partners. The city's strong talent pool also provides access to skilled professionals who can contribute to the growth and success of the team.

Career Path

This role offers significant opportunities for career advancement within Deliveroo. As the Head of NPX & AM, you will gain valuable experience in leading large teams, driving strategic initiatives, and managing P&L. Successful performance in this role could lead to further leadership positions within the SMB Commercial team, such as a Director role, or opportunities to move into other areas of the organization, such as Operations or Strategy. Deliveroo is committed to providing its employees with opportunities for growth and development, and this role is a stepping stone to a successful career within the company.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package commensurate with experience. In addition to base salary, you will be eligible for performance-based bonuses. The benefits package includes health insurance, a pension plan, employee discounts on Deliveroo orders, stock options, life insurance, and disability insurance. Deliveroo also provides access to employee assistance programs and wellness programs to support the overall well-being of its employees.

Deliveroo Culture

At Deliveroo, we foster a culture of innovation, collaboration, and inclusivity. We are passionate about delivering exceptional experiences to our partners and customers, and we are committed to creating a workplace where everyone feels valued and respected. We encourage our employees to take ownership of their work, challenge the status quo, and constantly seek opportunities for improvement. We believe in celebrating success and recognizing the contributions of our team members.

How to Apply

To apply for the Head of New Partner Experience - UKI & EU role, please submit your resume and cover letter through the Deliveroo careers website. In your cover letter, highlight your relevant experience, skills, and qualifications, and explain why you are a good fit for this role. Be sure to emphasize your leadership abilities, your experience in managing contact centres, and your passion for driving partner success.

FAQ

1. What are the key responsibilities of the Head of NPX & AM?

   The Head of NPX & AM is responsible for leading a team of managers focused on the core performance of our SMB partners, supporting new partners during their onboarding process, and managing the existing SMB base through strategic portfolio and campaign management.

2. What skills and experience are required for this role?

   The required skills include leadership, team management, influence, negotiation, project management, teamwork, and communication. The desired experience includes 4+ years of experience in a call center or similar environment and experience launching plans that drive change at scale.

3. What is the work environment like at Deliveroo?

   Deliveroo fosters a culture of innovation, collaboration, and inclusivity. We are passionate about delivering exceptional experiences to our partners and customers, and we are committed to creating a workplace where everyone feels valued and respected.

4. What is the career path for this role?

   Successful performance in this role could lead to further leadership positions within the SMB Commercial team, such as a Director role, or opportunities to move into other areas of the organization, such as Operations or Strategy.

5. What is the salary and benefits package for this role?

   Deliveroo offers a competitive salary and benefits package commensurate with experience. In addition to base salary, you will be eligible for performance-based bonuses. The benefits package includes health insurance, a pension plan, employee discounts on Deliveroo orders, stock options, life insurance, and disability insurance.

6. What is the application process for this role?

   To apply for the Head of New Partner Experience - UKI & EU role, please submit your resume and cover letter through the Deliveroo careers website.

7. Is this role remote or hybrid?

   This is a hybrid role, working in the Manchester office and remotely.

8. What are the key performance indicators (KPIs) for this role?

   Key performance indicators include partner satisfaction, partner retention, revenue growth, and efficiency in the partner management process.

9. How does Deliveroo support employee development?

   Deliveroo is committed to providing its employees with opportunities for growth and development, including access to training and development resources, mentorship programs, and opportunities to participate in cross-functional projects.

10. What is the company's approach to diversity and inclusion?

    Deliveroo is committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We believe that diversity of thought and experience is essential to our success.