Partner Policy and Process Advisor

The Role

At Deliveroo Hop, we're building a global grocery retailer from the ground up. We launched Deliveroo Hop in September 2021 as Deliveroo's speedy grocery delivery service and have partnered with some of the world's leading grocers so you can get the freshest, tastiest food and all of your must-haves right to your front door in as little as 20 minutes. We're live in the UK, UAE, Hong Kong and Italy and have big ambitions to deliver the best on-demand grocery proposition in the world. This is an exciting opportunity to join the Hop team in the nascent stage of our growth.

Based out of our London HQ office on a hybrid basis, the role of the Partner Policies & Processes (PPP) team is to define how we operate on a day-to-day basis with our partners such that we are easy to do business with and deliver a market-leading partner experience at an acceptable cost. As a PPP Grocery and Retail Associate, you will define and maintain grocery and retail category policies for our partners, identifying opportunities to improve partner experience or reduce costs, defining solutions in collaboration with our Product & Technology teams and driving execution across markets. Reporting to the Director, Partner Policies & Processes, you will be part of a wider team of process experts with particular functional specialisms, supported by PPP project leads, who will be deployed to lead or support particular initiatives.

What you'll be responsible for

1. Define and maintain grocery and retail category policies for partners
2. Analyse and report on policy costs (e.g. refunds, credits, operational losses/defects)
3. Help identify gaps in policy and potential fraud and abuse loopholes

What you'll be doing

• Designing grocery and retail specific policies to cover a range of categories
• Working with commercial, legal and policy teams to optimise processes and ensure all processes are legally compliant across all markets
• Partnering with Trust to identify, analyse and tackle new vectors of abusive and fraudulent behaviours
• Recommending partner specific policies to support growth in Deliveroo's grocery and retail sector
• Partnering with product and tech teams to develop the partner experience
• Analysing data, identifying trends and escalating where appropriate

Your day-to-day responsibilities will include a combination of:

1. Scoping the project: analysing performance data, conducting research and collating frontline feedback to identify and prioritise the problem statements to solve. Working with your PPP Leader to define the project timeline and resources required to solve them.
2. Defining the solution space: conducting critical analyses and supporting brainstorming exercises with key stakeholders to help identify the potential range of options we have.
3. Making business recommendations: Evaluating each option to identify the preferred route forward. Supporting your PPP Leader to build the business case and secure stakeholder support for your recommendations.
4. Supporting our Product Team (where technology solutions are required): contribute to requirement definitions, facilitate User Acceptance Testing.
5. Facilitating go-to-market: Support your PPP Leader to project manage rollout in line with our go-to-market playbook. Collaborate with the GTM Content team to ensure all partner and frontline employee communication is fit-for-purpose. Support the change management with frontline commercial teams, supported by Training Managers and line managers as appropriate
6. Evaluating impact: Review post-launch performance; identifying and acting upon any course correction or improvements in a timely manner

Key Competencies

• Project Management: ability to manage and progress a small scale project (or a couple of workstreams in a larger project) simultaneously involving multiple stakeholders across both Commercial and other Deliveroo functions
• Change Management: understands the importance of managing individuals through change, has started to build a change management toolkit of proven techniques, can use these with small groups of impacted individuals
• Process Design: can map out end-to-end processes, identify inefficiencies, propose solutions and build the case for change
• Problem Solving & Strategic Thinking: Exhibits ability to identify most important causes of an issue; focuses time and effort accordingly. Generates thoughtful hypotheses and recommendations based on underlying issues in addition to surface observations.
• Business Acumen: Firm understanding of Deliveroo's overarching business model and core customers. Possesses enough domain context to make effective trade offs within projects.
• Communication & Influence: Proactively keeps stakeholders updated on projects at the right cadence. Consistently collaborates effectively across teams. Able to document and present ideas clearly in small groups.
• Community-Building: a team player who readily collaborates cross-functionally and can resolve areas of misalignment or conflict between teams

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. . We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, 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, looking 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 & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.