Head of SMB Account Management - UKI & EU

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Overview

The Team: The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant, retail and grocery partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester.

The Role

As the Head of Account Management UKI & EU, you will lead an area that is committed to providing SMB restaurants with a world-class service to support them and set them up for success when partnering with Deliveroo. You will be responsible for driving sustainable, profitable revenue growth with our portfolio of SMB partners in the UK & Ireland. The role suits an excellent leader who can combine analytical and commercial rigour, a bias to action in building high-quality processes enabled by technology, and the ability to inspire and motivate a large, diverse team. Based in Manchester and reporting to the SMB Commercial Director, this is an ideal role for someone with prior experience leading teams to success, ideally in an account management background with exceptional communication skills.

What You’ll Be Doing

• Executing a remote account management model that supports SMB partners to maximise their delivery potential with Deliveroo
  • Own and implement remote account management model ensuring the potential opportunity of each partner, incentivising proactive, self-led improvements by the partner while balancing the cost-to-serve for Deliveroo in terms of account-servicing resource required
  • Collaborate with cross-functional teams including B2B Marketing, L&D Support, Product and Finance to drive best in class results
• Delivering a seamless partner support service such that Deliveroo is considered the service leader across our UKI & EU partner portfolio
  • Ensure our partners maximise their potential on the platform and drive best outcomes for consumers, restaurants and Deliveroo from first day of partnering
  • Leverage process improvements and contact centre technologies to ensure requests from partners are handled promptly with high satisfaction
  • Utilise data and partner insight to understand root-causes of partner issues and to work with central Product teams to address them
  • Establish consistent routines to measure partner satisfaction that are acted upon within the SMB team and wider Deliveroo business
• Build, coach and lead an exceptional commercial and operational team that is engaged, inclusive and high-performing
  • Create a compelling vision with unity across a large team of frontline colleagues
  • Recruit and coach team members that are commercially and operationally astute with high customer- and people-centricity
  • Establish routines and infrastructure (including L&D) to ensure high-quality standards and support career development
  • Foster collaboration across the organisation, recognising central/local collaboration benefits
  • Support day-to-day Contact Centre operations to meet monthly, quarterly and annual objectives via timely communication through various methods such as visual presentations, weekly packs, announcements and All Hands meetings

The Candidate

This role is at the heart of our operation. The ideal candidate will enjoy working in a fast-paced environment and be an exceptional communicator. They will be passionate about driving best-in-class results and have a strong track record in building and maintaining relationships at all levels. The successful candidate will have keen attention to detail and the ability to manage multiple projects simultaneously.

The Required Skills Include

• Exceptional senior leadership skills; proven track record in driving engagement through medium-large sized workforces
• Strong commercial acumen with ability to drive better outcomes for partners and businesses through implementation of relevant frameworks
• Strong attention to detail, setting and maintaining high standards
• Excellent communication skills; ability to present clearly to enable key stakeholders to understand the required actions
• Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome
• Good problem-solving skills with the ability to work independently

The Desired Experiences Include

• Minimum 3 years in Account Management Leadership roles
• Ideally Contact Centre Experience

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Location

We operate a hybrid approach to our working location; this role will be on-site in our Manchester office 3 days a week.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits. We believe a great workplace is one that represents the world we live in and how diverse it can be. All you need is a passion for (most) food and a desire to be part of a fast-growing startup in an exciting space.

Seniority level

• Director

Employment type

• Full-time

Job function

• Business Development and Sales

Industries

• Software Development