Commercial Excellence Team Leader at Deliveroo: Powering SMB Growth in Manchester

Role Overview

As the Commercial Excellence (CE) Team Leader at Deliveroo's Manchester office, you'll be at the forefront of transforming our Small Medium Business (SMB) operations. This critical role involves leading a team focused on elevating our quality assurance function into a strategic, insight-driven Commercial Excellence engine. Your primary goal is to enhance the commercial performance of the SMB Hub by leveraging AI-enabled insight generation, improving agent capabilities, and driving operational scalability. You will be instrumental in shifting the organization from reactive quality assurance to proactive commercial effectiveness.

A Day in the Life

Imagine starting your day by reviewing the latest performance data generated by our AI-powered interaction analytics platform. You identify key trends in agent-merchant interactions and pinpoint areas where training and coaching can have the most significant impact. Next, you meet with your team of Commercial Excellence Executives and Data Analyst to discuss ongoing projects and prioritize initiatives for the week. You collaborate with the Head of Ops Support to align Commercial Excellence strategies with broader SMB objectives. Throughout the day, you'll be analyzing data, providing coaching recommendations, and working on initiatives to improve agent performance and merchant satisfaction. You will also participate in senior leadership forums to present progress updates and advocate for resources to support Commercial Excellence initiatives.

Why Manchester?

Manchester is not just a location; it's a strategic hub for Deliveroo's SMB operations. The main office in Manchester houses our in-house contact center, making it an ideal location for the Commercial Excellence team to directly influence and improve performance. The city’s vibrant business environment and access to a skilled workforce make it a prime location for innovation and growth. Being based in Manchester allows you to collaborate closely with other teams, fostering a culture of continuous improvement and shared success.

Career Path

This role provides a clear pathway for career advancement within Deliveroo. Starting as the Commercial Excellence Team Leader, you can progress to roles with increasing responsibility, such as Head of Commercial Excellence, Senior Manager of SMB Operations, or even leadership positions within broader commercial or operational functions. Deliveroo is committed to fostering the growth and development of its employees, providing opportunities for training, mentorship, and career progression.

Salary & Benefits

Deliveroo offers a competitive salary and a comprehensive benefits package designed to support the well-being of its employees. Benefits include: * **Health Insurance:** Comprehensive coverage for medical, dental, and vision care. * **Paid Time Off:** Generous vacation, sick leave, and holidays. * **Parental Leave:** Supportive parental leave policies for new parents. * **Financial Planning:** Resources and assistance for financial planning and retirement savings. * **Community Volunteer Opportunities:** Opportunities to give back to the community through volunteer initiatives. * **Employee Discounts:** Discounts on Deliveroo orders and other perks. * **Professional Development:** Opportunities for training, conferences, and professional certifications. * **Flexible Work Arrangements:** Options for flexible work hours and remote work. * **Relocation Assistance:** Support for employees relocating to Manchester. * **Wellness Programs:** Programs and resources to support physical and mental well-being.

Deliveroo Culture

At Deliveroo, we foster a culture of innovation, collaboration, and inclusivity. We believe that diverse perspectives lead to better outcomes, and we are committed to creating a workplace where everyone feels valued and respected. Our employees are passionate about food and technology, and we are constantly striving to improve the delivery experience for our customers, restaurant partners, and riders. We celebrate successes and learn from challenges, and we encourage everyone to take ownership and drive impact.

How to Apply

If you're a motivated and experienced leader with a passion for commercial excellence and a desire to make a difference, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

FAQ

What is the SMB team responsible for?

The Small Medium Business (SMB) team is responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners, ensuring they grow and operate well on the Deliveroo marketplace.

What will the Commercial Excellence Team Leader be accountable for?

The Commercial Excellence (CE) Team Leader is accountable for transforming the existing QA function into a scaled, insight-led Commercial Excellence operation that directly improves SMB Hub commercial performance.

What AI technologies will be utilized?

The role will involve scaling quality and insight generation using AI technology, specifically Interaction Analytics and Large Language Model functionality.

How will insights be translated into action?

Insights will translate into actionable coaching, L&D interventions, and commercial outcomes.

What kind of experience is desired?

Experience working with Speech Analytics or LLM functionality, in an analytical role, within Contact Centre environments, and managing a small/medium-sized team are desired.

What skills are considered essential for this role?

Fluency in English and experience with L&D practices and platforms are essential skills for this role.

What does Deliveroo offer in terms of benefits?

Deliveroo offers a range of great benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation.

What is Deliveroo's approach to diversity?

Deliveroo believes in a great workplace that represents the world we live in, embracing diversity in all its forms.

What is the team size this role manages?

This role involves directly line managing a team of 3x Commercial Excellence Executives and 1x Data Analyst

What is the overall goal of the Commercial Excellence Team?

The overall goal is to improve agent capability and drive operational scalability, shifting the organization from reactive quality assurance to proactive commercial effectiveness.