Why Deliveroo?

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.

The Role

This role is the first hire on a brand new team, it reports into the Global Head of L&D and involves working across all of our markets partnering closely with our customer care teams. To be a good fit you need to be a team player, be ready to roll up your sleeves and get involved in initiatives across the customer care organization and be totally customer obsessed.

in this role you'll be solving some of the most challenging and questions we have to answer to become the definitive food company. Our team is fast-paced and ever-changing so the right candidate will be energized by the challenge that this presents. Got what it takes for the job? Read on …

Program Design, Development, and Management: Create best in class Learning and Development solutions, to improve the efficiency and performance of our customer care teams and the overall quality of customer experience. Provide advice, direction and steer to customer care heads on areas of priorities based on subject matter expertise.

Content Strategy and Development: Collate Learning and Development needs (inputs and requirements) across multiple teams and markets. Strategize and develop plans to create new content or update existing materials.

Cross-Functional Alignment: Understand the releases of new product features and policies, have the ability to then plan and prioritize learning needs across all markets to design the most impactful solution for the business.

Analytical and Strategic Planning: Drive reasoning and insight into the building and prioritization of programs which fit the short and long term strategic agenda of the organization

Program Reporting: Partner with analytics and BI to design dashboards to report on the completion, quality, and impact of these initiatives.

Collaboration and Alignment: Work with stakeholders and partners to align vision, create consistency and close knowledge gaps. Partner with Global teams and third-party vendors to drive global consistency.

Execution -Support execution with clear communication materials, deliver TTT’s to local teams and partners to enable scalable solutions, partner, closely with change management to ensure smooth execution.

Required Skills/Experience

  • 5+ years of experience in Learning Management, in Consulting, Tech or a Customer related role, with a consistent proven track record of over achievement of expectations
  • 5+ years Program / Project Management experience is a must have
  • Learning and Development or Customer Care experience essential.
  • Strong executive presence with the ability to gain buy-in is essential
  • Self-motivated, accountable, detail-oriented and resourceful
  • Experience working in a fast-paced, multi-cultural environment
  • Understanding of CRM solutions and features a strong advantage.
  • Experience working with customer care agents or within contact centers is preferable

Life at Deliveroo

We are a growing 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.

 

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