Head of SMB Account Management

The Team

The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant, retail and grocery partners that operate on the Deliveroo marketplace in a number of markets across Europe, 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.

The Role

As the Head of Account Management UKI & EU, you will lead an area that is committed to providing our Small-Medium Restaurants with a world class service to support them and be set up for success when partnering with Deliveroo. You will be responsible for driving sustainable, profitable revenue growth with our critically important portfolio of small and medium business (SMB) partners in the UK & Ireland. The role is well suited to an excellent leader that is able to combine analytical and commercial rigour, a bias to action in building high quality processes enabled by technology and the ability to inspire and motivate a large, diverse team

You will own the contact strategy for the Account Management function in UKI, ensuring the right information is shared with our people to drive best in class personnel and ensure our partners are being given accurate information at all times. You will be an inspirational senior leader who is focused on working closely with the management team to identify skill gaps and implement detailed action plans to improve the knowledge on the ground. Based in Manchester and reporting to the SMB Commercial Director, this is an ideal role for an individual who has prior experience leading teams to success, ideally in an account management background with exceptional communication skills.

What you’ll be doing

• Executing a remote account management model that supports and encourages SMB partners to maximise their delivery potential with Deliveroo
• Own and implement remote account management model ensuring the potential opportunity of each partner, incentivises proactive, self-led improvements by the partner while balancing the cost-to-serve for Deliveroo in terms of account-servicing resource required
• Collaborate with a cross-functional team involving B2B Marketing, L&D Support, Product and Finance teams to drive best in class results
• Delivering a seamless partner support service such that Deliveroo is considered the service leader across our portfolio of UKI & EU partners
• Ensure our partners maximise their potential on the platform and drive best outcomes for consumers, restaurants and Deliveroo from the first day of partnering together
• Leverage process improvements and contact centre technologies to ensure agents are supporting requests from partners are handled in a timely manner with high level of satisfaction
• Utilise data and partner insight to understand root-causes of partner issues and to work with central Product teams to address them
• Establish consistent routines to measure partner satisfaction that are acted upon within the SMB team and wider Deliveroo business
• Build, coach and lead an exceptional commercial and operational team that is engaged, inclusive and high-performing
• Create a compelling vision with a strong sense of unity and desire to win together across a large team of frontline colleagues
• Recruit and coach team members that are commercially and operationally astute with high customer- and people-centricity
• Establish routines and support infrastructure (including L&D) to ensure high quality standards are achieved and maintained while supporting our frontline colleagues to build a successful career with Deliveroo
• Foster collaboration throughout the organisation, understanding the benefit and importance of strong central / local collaboration
• Supporting the day-to-day Contact Centre operations ensures the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives via timely communication through a variety of methods such as visual presentations, weekly communication packs, ad hoc announcements and monthly All Hands meetings.

The Candidate

This role is at the heart of our operation, the ideal candidate will be someone who enjoys working in a fast paced environment and is an exceptional communicator. The candidate will be passionate about driving best in class results and have a strong track record in building and maintaining relationships at all levels. The successful candidate will have a keen eye for detail and will be someone who has the ability to manage a number of projects at the same time.

The required skills include:

• Exceptional senior leadership skills; proven track record in driving engagement through medium-large sized workforces
• Strong commercial acumen with the ability to drive better outcomes for partners and businesses through implementation of relevant frameworks
• Strong attention to detail, setting and maintaining high standards
• Excellent communication skills; with the ability to present in a clear and concise manner that enables key stakeholders to understand the relevant actions that are required

• Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome
• Good problem solving skills with the ability to work independently

The desired experiences include:

• Minimum 3 years in Account Management Leadership roles
• Ideally Contact Centre Experience

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.

Location

We operate a hybrid approach to our working location, this role will be expected to be on site in our Manchester office 3 days a week.

Workplace & 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.