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

We’re growing our restaurant support team in Madrid to grow and engage with small and medium partners on the Deliveroo platform. 

We’re centralising all restaurant support and sales development activity to create a hub supporting our European markets so we can ensure we deliver a consistent service to all restaurant partners. 

As a Restaurant Support Lead you’ll be leading a pan jurisdictional team of agents who support our partners to use the platform to its full potential.

You’ll be working to tight turnaround times, using your communication skills, empathy and problem solving abilities to navigate requests from restaurants across the country. 

It is important you’re able to work the following hours to mirror the peak usage times for our restaurant partners, Monday to Friday 09:30:am - 18:30pm (subject to change).

 

The role will involve:

  1. Performance management and reporting: you will own the day to day management of  a multi-lingual team of agents and report regularly on their performance to central and market stakeholders. As a result, you will identify areas of improvement and any gaps in performance that prevent you from achieving target efficiency metrics
  2. Planning campaigns to achieve key objectives: you will be responsible for proactive planning of telemarketing campaigns to achieve the needs/objectives set out for the SMB portfolio for the markets we service. In addition, you will manage capacity fluctuations on the team to ensure portfolio engagement targets are not compromised.  
  3. Campaign diagnostics and sales operations : you will use your analytical and problem solving skills to regular diagnose campaign performance and implement solutions at scale. You will use the tools and reports available to you to drive the best outcomes for the team. 
  4. Training and upskilling: you will regularly train and upskill the team on telemarketing skills and on new products and services that can help restaurants grow.  You will need to ensure that agents are equipped with all the knowledge and tools to positively engage with restaurants.
  5. Excellent organisation and communication skills: you will be working with multiple stakeholders across the organisation across operations and commercial so it’s important you are able to communicate effectively with them to positively impact your objectives. 

 

Requirements

  • Experience managing an inside sales or telemarketing team
  • Previous sales and/or account management experience is a plus 
  • Native or Fluent in Spanish & English and either French or Italian
  • Experience using CRM tools like salesforce and Outreach
  • You’ll be working as part of a small team so be a good team player, and be someone others want to work with
  • Effective organisational and communication skills 
  • Commitment to professional development and a motivation to make things happen
  • It’s important to keep in mind it’s not just what you do, but how you do it - be someone others enjoy working with, take the initiative and be a positive influence on other

 

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

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