SMB Operations Analyst

The Company

Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK.  We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.  

The Team 

The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail 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 and in collaboration with our third-party contact centre providers.

Location

• Based in: Manchester
• Reporting to: Head of Operational Support

Role Summary

As an Operations Analyst, you will play a pivotal role in driving operational efficiency and performance. You will proactively engage with function leads to identify opportunities for improvement and provide strategic recommendations to stakeholders. Your focus will be on analysing operational performance and developing insightful reports to guide management decisions, policy implementation, and performance enhancements. This role is ideal for an experienced analyst eager to make a significant impact in a dynamic, fast-paced environment.

Key Responsibilities

Proactive Data Analysis & Recommendations:

• Conduct thorough data analysis to identify operational requirements and improvement opportunities
• Develop actionable insights and proactive recommendations to enhance performance and optimise results in Sales, NPX, and Account Management teams

Operational Support & Strategy:

• Support day-to-day Contact Centre operations, ensuring teams are equipped to meet monthly, quarterly, and annual objectives
• Provide recommendations for addressing operational issues and improving processes

Stakeholder Engagement & Relationship Building:

• Collaborate with operational leaders to build strong relationships, ensuring swift identification and resolution of operational concerns
• Act as a trusted advisor to stakeholders, offering data-driven insights and recommendations

Reporting & Performance Monitoring:

• Establish a monthly reporting cadence for mid-management, focusing on key performance indicators and commercial KPIs they impact 
• Recommend and implement updates to policies and procedures to drive performance improvements across markets

Ad Hoc Analysis & Strategic Initiatives:

• Conduct ad hoc reporting analysis to support Heads Of in identifying long-term strategic initiatives for partner service enhancement
• Assist senior analysts with MBR data tables, commentary, deep dives, and projects for senior stakeholders

Self-Serve Reporting & Coaching:

• Develop self-serve operational reporting using Looker-based reports, and coach Team Leaders on utilising tools like Looker effectively

Portfolio & Retention Management:

• Manage the quarterly Account Managed portfolio refresh, ensuring accurate and timely account provision
• Ensure the Retention team has access to partners meeting data criteria agreed with central teams

Tactical Support & CRM Enhancement:

• Provide tactical support by building trackers for test activities or addressing known CRM shortfalls

The Candidate

This role is at the heart of our operation, the ideal candidate will be someone who has a passion for handling large amounts of data and identifying next best actions to present to senior stakeholders. The candidate will be passionate about building high quality automation reporting that drives performance across the operation and will be someone who is able to work well under pressure. The successful candidate will have a keen eye for detail and will be someone who has strong stakeholder management skills.

The required skills include:

• Strong analytical skills with the ability to handle complex data and simplify for operational leaders to utilise and take action 
• Sound knowledge of SQL
• Strong attention to detail, setting and maintaining high standards
• Excellent communication skills; with the ability to present data 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 4 years in an analytical role
• Experience working within Contact Centre environments

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.