The Company

Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK.  We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.  

The Team 

The UK & Ireland Small Medium Business (SMB) team is responsible for Deliveroo’s relationships with the many thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in the UK & Ireland, 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 and in collaboration with our third-party contact centre providers.

The Role

As the Strategy & Operations Manager for Sales, you will be responsible for partnering with the operational teams to identify, define and implement how we acquire new partners and support them during the on-boarding phase so they maximise their delivery business from day 1.  Based in Manchester and reporting to the UKI SMB Commercial Director, this is an ideal role for an individual with a passion for building new business processes underpinned by rigorous data analysis who wants end-to-end accountability to drive change and real-world experience of driving a large, complex contact centre function.

What you’ll be responsible for

  1. Identifying and prioritising opportunities to step-change our sales and on-boarding processes to deliver enhanced partner experience and maximise new partner acquisition for Deliveroo
    • Implementing a data driven approach to performance management including scalable dashboards that provide actionable insights for data-driven decision-making across the sales funnel and on-boarding process
    • Mapping the external restaurant and retail landscape to prioritise the prospects that we target
    • Ensuring we have the right “alarm bell” reporting to flag any issues in sales agent performance or restaurant experience
  2. Driving the planning process for the SMB Sales organisation 
    • Developing the sales strategy in collaboration with the Head of Sales to define where we focus and how our commercial proposition needs to be structured to sign the highest potential prospects
    • Coordinating the planning, forecasting, and budgeting approaches used to set and drive sales performance
    • Identifying short term interventions / actions to course correct any deviations to plan
  3. Leading key improvement initiatives as the end-to-end project manager
    • Scoping of the issue definition 
    • Coordinating cross-functional project teams in the solution design phase, including restaurant technology, finance and HR teams as appropriate
    • Leading change management efforts during implementation to ensure maximum adoption of new solutions
    • Monitoring effectiveness of the new embedded approaches and course-correcting issues
  4. Providing day-to-day support for the Sales team 
    • Problem solve on execution challenges 
    • Help prioritise ad-hoc projects / other unplanned initiatives
    • Support the preparation of business reviews with senior leadership

The Candidate

This is a demanding role which will require drive, ambition and enthusiasm. Requiring a high-level of analytical capability, the successful candidate will have a proven track record of translating data into insight-led, scalable recommendations that deliver results.  They understand that designing a better solution is only half the challenge and that landing change in a large, frontline organisation requires focus, perseverance and a range of proven change techniques.

The desired skills include:

  • A deeply curious and avid growth mindset, constantly looking for ways to improve and creatively solve problems - both the big strategic things, as well as the smaller quick wins
  • Autonomy with a strong analytical approach — strong ability to join quantitative and qualitative approaches to frame and synthesise complex business problems into clear, concise and easy-to-understand solutions
  • Can make things happen - solid track record of getting things done by influencing cross-functional teams, anticipating potential problems and deploying proven change management tactics
  • Strong written and oral communication skills, with an eye for detail and a passion for presenting data and information in clear, compelling ways to communicate concepts and desired outcomes. 
  • A team player who can get the best from a multi-functional team, with a win-win/can-do attitude

This role is well suited to individuals with operational excellence experience or former management consultants looking to move into industry.  Strong knowledge of the restaurant industry or in any customer-obsessed business is a plus 

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 are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace 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.

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 startups in an incredibly exciting space.


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