Description
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.
Key responsibilities:
- Execute a remote account management model that supports and encourages SMB partners to maximise their delivery potential with Deliveroo
- Own and implement a 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
- Collaborate with a cross-functional team involving B2B Marketing, L&D Support, Product, and Finance teams to drive best-in-class results
- Deliver 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 a 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
Requirements:
- 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
Location: This role will be expected to be on-site in our Manchester office 3 days a week.
Benefits: We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation.