Senior Strategy Manager, Customer Experience and Refunds

Senior Strategy Manager, Customer Experience and Refunds

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a senior strategy manager working on customer experience and refunds, you’ll be operating at the forefront of the business, and solving some of our most complex problems. You’ll work with colleagues from across the business on both company and tactical initiatives to achieve business goals in one of the following areas:

1. Developing consumer compensation policies to make things right when customers have an issue with their order, improving retention and the recovery experience.
2. Improving our claim decision making process, reducing fraudulent claims and compensation abuse
3. Thinking about the optimal recovery resolution for a range of product categories, balancing the needs of the customer with the needs of both Deliveroo and the merchant. 
4. Creating and updating policies in support of company and departmental initiatives, continuous improvement, and compliance and legal regulations.
5. Determining which party in the marketplace (e.g. Deliveroo, or Partners) should pay for the compensation issued

What you’ll be doing

• Problem solving in a complex space where there is often no right or wrong answer. You will need to balance customer experience, cost and legal/regulatory risks to determine the best course of action
• Leading on tactical projects to meet departmental and company goals
• Identifying and sizing opportunities to reduce costs, or improve customer experience, and working with colleagues from across the business to realise those opportunities, ensuring governance is in place to monitor key success metrics
• Creating business case proposals to secure additional investment / funding in specific areas 
• Partnering with legal, policy and commercial teams to ensure due diligence and legal compliance 
• Working with Trust and Science teams to identify, analyse and tackle new vectors of abusive and fraudulent behaviors whilst balancing risks to operations and regulatory requirements
• Proactively identifying risks, threats and opportunities to the department and managing/escalating them appropriately
• Identifying and reporting financial metrics and business case updates, updating GMs, Exec and senior stakeholders on trends and root cause analysis 
• Acting as a subject matter expert in cross functional working groups, raising risks/concerns and roadblocks in an easily digestible way at the right moment
• Developing partnerships with product, data science and other senior stakeholders to provide expert knowledge, defining business and tech requirements

Requirements

We are looking for someone who:

• Has 5+ years experience in Operations, Consulting, Customer Experience or Customer Services in a fast moving and dynamic company
• Can manage complex cross-functional projects, managing competing stakeholders views and competing objectives to deliver results
• Is comfortable taking on loosely defined projects, shaping workstreams and making recommendations based on data, analysis, intuition and primary research
• Can provide thoughtful frameworks for weighing trade-offs in unclear situations
• Is action orientated, with a proven track record in delivering results 
• Can prioritise effectively - leading on multiple project workstreams concurrently and independently
• Is calm under pressure and has experience of crisis management and business continuity
• Is an effective communicator, and can confidently explain complex issues with senior stakeholders 
• Takes personal accountability for quality and accuracy of their work 

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.