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Deliveroo

Global Performance Manager, Marketplace Support

Customer Care

London, UK (HQ)

Permanent

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About the team

The mission of the Global Performance Team is to create and monitor the standards by which the Global Marketplace Support Team operates, which includes delivering great service to our customers across the three-sided marketplace (Consumers, Partners and Riders) whilst operating safely and efficiently at all times. We currently cover ten markets across Europe, the Middle East and South-East Asia.

About the role

We need somebody who can hit the ground running, who is comfortable in creating action based insights and supporting collaboration to reach performance targets and would relish the opportunity to build trust in our data across the business.

This is a hybrid role based in our offices 3 days a week reporting into the Senior Head of Planning, Performance, Change and Vendor Management.

What you'll be doing

  • Production and maintenance of accurate, reconciled and punctual operational performance reporting across Care Operations, Partner Operations and Rider Operations 
  • Deliver operational insight that ‘joins-the-dots’ and sets the department direction through enabling informed decision-making and fact-based discussion
  • Continuous improvement, design, definition and implementation of new data sources, data metrics and benchmarked measures that influence thinking and help better articulate the true customer experience and operational efficiency across Deliveroo Marketplace Support 
  • Work between our teams and external Suppliers to deliver data reporting, build trusted centralised reporting suites and also continue to grow / nurture better business understanding
  • Guide and influence different leaders / senior leaders across the business, ensuring transparent, creative and intuitive reporting is delivered for all colleagues
  • Manage the workflow of the Performance Team to ensure all daily activities align to strategic priorities and signature actions 
  • Lead and develop a team of 7x Performance Analysts and Senior Performance Analysts 
  • Be rota’d as an ‘Emergency On-Call’ delegate approx. 1-2 times per week

Requirements

  • Strong analytical skills with a successful track record of reconciling, analysing, interpreting, and summarising complex datasets into simple and impactful data narratives for all levels of seniority across the business
  • Building collaborative relationships that drive standards but always remaining flexible and dynamic in nature
  • At least 3 years of leadership and management experience, leading performance and data analytics teams in large scale, matrix contact centre environments 
  • An excellent ability to think and act both tactically and strategically at the same time, ensuring all priorities and expectations and successfully delivered at all times  
  • Detail, reconciliation & exactitude is essential whilst delivering transformation in a smooth and seamless way
  • Experience of data extraction, manipulation and visualisation tools, e.g. Snowflake, Excel/Google Sheets and Looker as well as a working knowledge of SQL

 

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.

Please click here to view our candidate privacy policy.

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