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Full-Time

Customer Compensation Strategy Manager

Posted on 6/6/2024

Deliveroo

Deliveroo

5,001-10,000 employees

Food delivery from restaurants and groceries

Food & Agriculture
Consumer Goods

Mid, Senior, Expert

London, UK

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Communications
Financial analysis
Excel/Numbers/Sheets
Requirements
  • Experience in fraud, compliance, operations, finance, consulting or similar
  • Data driven and detail oriented with excellent analytical skills, commercial acumen and understanding of how a marketplace model operates
  • Experience in financial analysis and ability to tie the strategy to financial outcomes
  • Capable of building and maintaining strong effective relationships with a wide range of stakeholders across organisational boundaries, markets and languages
  • Able to communicate with and influence a range of stakeholders
  • Experience working with large data sets/visualisation tools, particularly on Google Sheets / Excel
  • Able to identify risks, make appropriate decisions and take relevant timely actions
  • Happy working in a fast-paced environment and adapt to changes quickly
  • Proven experience in managing multiple tasks/projects simultaneously; able to prioritise effectively
  • Is curious and intellectually honest - can articulate problems logically
Responsibilities
  • Define and maintain consumer-facing policies that impact compensation costs
  • Identification of compensation policy opportunities and development of new policies
  • Analyse, report and identify trends in compensation and refunds cost
  • Project manage policy workstreams with effective stakeholder management and communication
  • Designing consumer policies to meet company objectives and support new initiatives
  • Reviewing policies to optimize for cost or customer experience
  • Working with commercial, legal and policy teams to ensure policies are compliant across all markets
  • Recommending partner-specific policies to drive the right level of accountability and cost attribution
  • Partnering with Trust teams to identify, analyze and tackle new vectors of abusive and fraudulent behaviors
  • Partnering with Product and Tech teams to develop the customer experience
  • Analyzing data, identifying trends, creating hypothesis and escalating where appropriate
  • Undertaking project management and governance of new policy roll-outs

Deliveroo stands out as a top place to work due to its expansive network, including around 176,000 restaurants and grocery partners coupled with approximately 150,000 dedicated riders. This impressive scale not only underlines its position as a significant player in the food delivery industry but also provides a dynamic and diverse working environment. The company's commitment to efficient and customer-focused delivery services makes it a promising career destination for those looking to thrive in a fast-paced and practical setting.

Company Stage

Series H

Total Funding

$2.2B

Headquarters

London, United Kingdom

Founded

2013

Growth & Insights
Headcount

6 month growth

3%

1 year growth

5%

2 year growth

2%
INACTIVE