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 Global Loyalty Director will be responsible for crafting a compelling consumer loyalty proposition and and executing on it globally. The remit will span both our existing subscriber program (Deliveroo Plus), as well as any other loyalty program/proposition we may launch. The Loyalty Director will work very closely with the VP of Pricing & Loyalty to set the strategic vision for Plus/Loyalty for the next year and develop a robust action plan that will address both behavioural and attitudinal loyalty. The Director is expected to identify all levers that will contribute to loyalty (inside and outside of marketing), and form/lead the relevant cross-functional teams to drive a quick execution.
Manage Plus P&L and oversee day-to-day management of the Plus program globally and recommend/execute on changes to the customer value proposition.
Ensure we meet pre-agreed order volume/contribution profit targets
Work closely with the Product team to identify, prioritise and test new features/program changes that would improve the profitability and enhance the appeal of the program
Manage diverse group of stakeholders
Lead the creation, alignment and execution around a compelling consumer loyalty proposition
Create and lead cross-functional team focused on driving loyalty across the business
Work closely with user insights/research on any agency/research brief
Use output to craft a loyalty proposition spanning all levers at our disposal
Lead financial modeling working closely with Finance partner
Align stakeholders around the vision
Create prioritised action plan and lead execution
Define Loyalty KPIs
10+ years work experience, including relevant loyalty and/or retention marketing experience in high-growth consumer facing environments
Experience working in matrixed environments and cross-functional management
Excellent project management and communication skills including the ability to influence stakeholders
Strong analytical skills and financial acumen
Prior experience working with product/design/insights teams.
Strong knowledge of marketplace businesses/ experience in a high-growth business environment or start-up a plus; experience managing/working with multi-country teams a plus.
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