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Deliveroo

Customer Excellence Manager

Customer Experience

London, UK (HQ)

Permanent

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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.

 

THE ROLE

We’re looking for an accomplished person to join the Customer Experience team. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities.

The Customer Experience team's mission is to elevate the consumer experience when ordering through Deliveroo by prioritising consumer feedback, identifying and delivering opportunities to enhance consumer satisfaction, and fostering a consumer-centric culture, all while reducing compensation costs for Deliveroo by driving operational excellence across the business. 

Reporting to the Head of Customer Experience, the Customer Excellence Manager tracks and reports important service metrics, utilising analytics to identify improvement opportunities, and spearheading operational excellence to support Deliveroo in achieving its service goals. This is a hybrid role and requires three days in the office per a week.

Your key responsibilities will include:

  • Develop  trusted data related reports, alert mechanisms and dashboards, covering main service metrics including defects, claims and compensation 
  • Regular monitoring and reporting of global service performance metrics, being a single source of truth for senior leadership
  • Conduct regular deep dives to aid a better understanding of drivers of service performance and its improving factors, collaborating and engaging with cross-functional stakeholders systematically
  • Interpret analytical findings and present actionable and clear insights, trade-offs and recommendations to the team and partners across all business departments. This approach should enable the business to make informed decisions and foster new ways of thinking
  • Continuously identify opportunities for service improvement at both tactical and strategic level. This will involve prioritising,managing, and executing innovative and data-driven projects to deadlines 
  • Support the team in managing key governance forums as required 
  • Build strong influencing relationships across a wide range of central and local teams and stakeholders groups, including Tech, Finance and Operations 

REQUIREMENTS

  • You have experience with tools enabling data extraction, manipulation and visualisation e.g. Excel (can perform complex functions) /Google Sheets, Tableau, Looker and Snowflake
  • You have working experience with SQL
  • You are analytical at your core with experience analysing, interpreting, and summarising complex data, both financial and operational, into digestible content
  • You are a pro at stakeholder management. You have experience creating collaborative relationships within teams, including senior members up to Director level
  • You can simplify and disseminate complex ideas to the relevant team members
  • Your are able to autonomously scope and deliver on unstructured work
  • You are able to understand how many component parts of a business fit together

Desirable:

  • Proven track record of working in or very closely with Finance teams
  • Proven track record of working in or very closely with Data analytics/Data Science

 

Workplace & Diversity

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, wellbeing, 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.

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Perks

A competitive and comprehensive compensation and benefits package

Time to recharge

  • 25 days of annual leave (increases with tenure) and public holidays
  • One paid day off each year to volunteer or support a charity of your choice

Wellness

  • Headspace membership
  • Fitness membership
  • Private medical, medical subsidy or Wellbeing Allowance, dependent upon location

 

Compensation

  • We pay every employee competitively for the role they are performing in their respective location
  • Most employees are eligible for a variable cash bonus that directly rewards individual contributions and is linked with broader company success

Work life

  • Market-leading Parental and Compassionate Leave Policies
  • Work-from-home kit
  • Employee Assistance Programme
  • Roolearn platform, giving you access to content from leading L&D provider
  • Employee Resource Groups including Women in Tech, Roo-LGBTQ+, Racial Equity and more

Workplace

  • Free Deliveroo Plus subscription (or equivalent)
  • While this varies by country, you’re likely to have monthly team lunches and, if you are in the office, frequent opportunities to try new foods