When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.
We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.
And we’re just getting started
The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.
We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.
- Managing and developing the team - providing day to day management of a team of 32 and putting strong training/development practices in place to build an effective and accountable team, motivated to deliver the best service possible.
- Standardisation of the Supply process across all London sites - standardised the workflow across 4 offices, and remote onboarding site ensuring each centre operates in the same way and provides a consistent and efficient experience for staff and candidates. Then liaising with the RUK team to ensure best practises are applied to the whole country.
- Maintaining and improving the Supply Centres - craft the physical spaces to ensure they provide the optimum space for the supply flow, they are a comfortable and safe working environment for the team, and get riders excited to work with Deliveroo.
- Keeping London performance on track - update targets weekly, keeping an eye on them to proactively flag any issues or risks, and flag problem areas to the team to ensure supply in the right places
- Using analytics to improve team and supply performance – Implement data collection and use current data resources to surface improvement opportunities for the London team and improvement opportunities for supply overall in the UK
- Crafting the vision for the London team - in line with future supply models, develop the strategy for the London team. Which activities? How many people? Which KPIs?
- Testing new onboarding models - help craft pilots and experiments to be delivered in London to determine optimal supply processes for Deliveroo
- Writing and maintaining rider comms - keeping comms up to date in line with process and policy changes, and rewriting pipeline comms to ensure maximum conversion.
- Helping develop “the future of supply” vision - as one of a small number of stakeholders help come up with a long-term roadmap for how we will approach supply in the future, prepare for our busiest periods and develop models and options to test.
- Develop a feedback process for onboarded riders - implement data collection from riders about the quality of the onboarding process, which can be used to track the success of iterations to the onboarding flow.
- Providing input to product - as a key Supply stakeholder, give input to Product to shape the rider lifecycle roadmap
- Finding new spaces for onboarding - finding remote space for onboarding in London to ensure supply in the outer zones. Also assessing if our current offices suit our needs, finding new spaces and working with facilities to ensure new sites come in under budget, are on brand and suit our future vision.
- Surfacing competitive intel from the London team - leverage face to face opportunities with riders to flag any new competitor intel they come across, particularly things that should shape the rider value proposition.
- Developing a wellbeing policy and program for the UKIE supply team - to ensure our reps feel they are part of Deliveroo, and their wellbeing and safety is a priority to us. The policy will also promote togetherness (as part of the wider Operations team), recognition for good work, and to add fun element to their roles, especially when we are at peak.
- Creating and maintaining training content - for Operations Reps and for Commercial and Operations staff within the wider business, to ensure we are have a back up plans during our peak period of onboarding.
- Analytical and strategic – able to ‘think big’ as well as execute ‘on-the-fly’ via understanding the dynamics of our business.
- Effective communicator - outstanding interpersonal and business skills. Able to quickly establish gravitas and credibility with a range of stakeholders.
- Track record of ‘getting shit done’ - operational knowledge of the business and how it works today. Know when you have enough insight to make-a-call and apply the 80 / 20 rule – rapid high quality decisions
- Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don’t slavishly follow processes if they aren’t right.
- Can build “stuff” - approaches, processes, tools and structured change methodologies.
- Coach – able to coach and engage others so they can effectively prepare and lead their teams through change.
- Detail oriented - can be accountable for a large organisation with many moving parts. Provides detailed reporting to demonstrate performance or identify issues
- Inquisitive - curious, thoughtful and happy to question the status-quo.
- People Management - ability to relate well to direct reports and the wider team, able to listen to and act upon their feedback, advocating for them within the wider business.
- Project Management – know the basics of managing multiple projects in a structured and logical way.
- Change Management - knows how to flow meaningful changes through a large organisation to drive adoption and ensure success
Life at Deliveroo
We are a small team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.
There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.
Benefits and 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 in areas including health, family, finance, community, convenience, growth, time away and relocation.
In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.
We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.