Full-Time

Senior Manager

Customer Experience, Service Excellence

Confirmed live in the last 24 hours

Deliveroo

Deliveroo

5,001-10,000 employees

Online food delivery connecting customers and restaurants

Food & Agriculture
Consumer Software

Senior

London, UK

This is a hybrid role and will require time in the office.

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Agile
SQL
Requirements
  • You have 6+ years of experience as Strategy Manager or Consultant working in in a fast moving and dynamic company - experience in Agile work is highly desirable
  • Action oriented, cutting through the noise and exceptional as problem solver
  • Strategic mindset - able to 'think big' as well as execute 'on-the-fly' via understanding the dynamics of our business
  • Delivery - able to autonomously scope and deliver on unstructured work. Proactively identify opportunities for impact and address them
  • Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills, able to model complex dataset and conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively
  • Strong communicator - Able to communicate effectively upwards and downwards, making even the most complex information clear and challenging where appropriate
  • Stakeholder management - You have outstanding interpersonal and business skills, Capable of building strong effective relationships and credibility with a wide range of partners across the organisation and influencing them
  • Project management - Experience managing multiple projects and stakeholders in a structured and logical way. Always deliver the right work at the right time
Responsibilities
  • Identifying opportunities to improve defects and improve experience of Deliveroo’s end users.
  • Planning and programme management of initiatives to meet specific goals.
  • Contributing to Deliveroo’s multi-year Service Strategy Drive CX engagement across the organisation.
  • Identifying opportunities to reduce defect rate and push them to delivery - working with and influencing colleagues from across the business to devise plans, realise opportunities and ensure governance is in place to monitor key success metrics.
  • Owning our defects management framework, including identifying opportunities to improve it and managing delivery
  • Lead strategic programmes to improve customer experience, ensuring a smooth delivery acting across governance, communication, stakeholder management and risk management
  • Owning deep dives on specific Service topics and leading updates with Exec and senior stakeholders on specific issues (e.g. defects on pick up orders)
  • Coordinating Deliveroo’s target setting and forecasting process for defects, partnering with Finance and key business stakeholders across the business centrally and locally. Act as main POC across the business
  • Managing our annual Voice of the Customer mechanism to identify customers’ pain point and share with broader business, influencing annual roadmap and ensuring awareness and engagement
  • Monitoring service metrics regularly to identify drivers of performance, working with business owners to addressing root causes
  • Builds an unique cross-functional knowledge of customer experience and impacting drivers
  • Provide expertise and coaching to junior members of the Customer Experience team and role modelling Deliveroo's values to the wider Service Excellence Team.

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which provides unlimited free delivery for a monthly fee, encouraging customer loyalty. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the COVID-19 pandemic, which helps improve their public image and strengthen community relationships.

Company Stage

Series H

Total Funding

$2.2B

Headquarters

London, United Kingdom

Founded

2013

Growth & Insights
Headcount

6 month growth

2%

1 year growth

11%

2 year growth

4%
Simplify Jobs

Simplify's Take

What believers are saying

  • Deliveroo's diverse restaurant partnerships, ranging from fast food to high-end eateries, offer customers a wide array of dining options.
  • The launch of exclusive services like Plus Diamond and VIP schemes aims to attract high-spending customers, potentially increasing revenue.
  • Collaborations like the 'Hydration Station' initiative with Humantra show Deliveroo's commitment to rider welfare, which can improve rider satisfaction and retention.

What critics are saying

  • The food delivery market is highly competitive, with major players like DoorDash and Delivery Hero posing significant threats.
  • Recent financial losses and a 'sell' rating from Shore Capital indicate potential financial instability and investor skepticism.

What makes Deliveroo unique

  • Deliveroo's three-sided marketplace model efficiently connects customers, restaurants, and delivery riders, providing a seamless and integrated service.
  • The company's subscription service, Deliveroo Plus, offers unlimited free delivery, enhancing customer loyalty and providing a steady revenue stream.
  • Deliveroo's involvement in community initiatives, such as providing free meals to NHS workers, strengthens its public image and community ties.

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