Senior Strategy Manager, Customer Experience and Refunds
Customer Care
London, UK (HQ)
Fixed Term
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Senior Strategy Manager, Customer Experience and Refunds
At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a senior strategy manager working on customer experience and refunds, you’ll be operating at the forefront of the business, solving some of our most complex problems. You’ll work with colleagues from across the business on both company and tactical initiatives to achieve business goals in one of the following areas:
* Developing consumer compensation policies to make things right when customers have an issue with their order, improving retention and the recovery experience.
* Improving our claim decision-making process, reducing fraudulent claims and compensation abuse.
* Thinking about the optimal recovery resolution for a range of product categories, balancing the needs of the customer with the needs of both Deliveroo and the merchant.
* Creating and updating policies in support of company and departmental initiatives, continuous improvement, and compliance and legal regulations.
* Determining which party in the marketplace (e.g. Deliveroo, or Partners) should pay for the compensation issued.
What you’ll be doing
* Problem solving in a complex space where there is often no right or wrong answer. You will need to balance customer experience, cost, and legal/regulatory risks to determine the best course of action.
* Leading on tactical projects to meet departmental and company goals.
* Identifying and sizing opportunities to reduce costs or improve customer experience, and working with colleagues from across the business to realize those opportunities, ensuring governance is in place to monitor key success metrics.
* Creating business case proposals to secure additional investment/funding in specific areas.
* Partnering with legal, policy, and commercial teams to ensure due diligence and legal compliance.
* Working with Trust and Science teams to identify, analyze, and tackle new vectors of abusive and fraudulent behaviors whilst balancing risks to operations and regulatory requirements.
* Proactively identifying risks, threats, and opportunities to the department and managing/escalating them appropriately.
* Identifying and reporting financial metrics and business case updates, updating GMs, Exec, and senior stakeholders on trends and root cause analysis.
* Acting as a subject matter expert in cross-functional working groups, raising risks/concerns and roadblocks in an easily digestible way at the right moment.
* Developing partnerships with product, data science, and other senior stakeholders to provide expert knowledge, defining business and tech requirements.
Requirements
We are looking for someone who:
* Has 5+ years of experience in Operations, Consulting, Customer Experience, or Customer Services in a fast-moving and dynamic company.
* Can manage complex cross-functional projects, managing competing stakeholders' views and competing objectives to deliver results.
* Is comfortable taking on loosely defined projects, shaping workstreams and making recommendations based on data, analysis, intuition, and primary research.
* Can provide thoughtful frameworks for weighing trade-offs in unclear situations.
* Is action-oriented, with a proven track record in delivering results.
* Can prioritize effectively - leading on multiple project workstreams concurrently and independently.
* Is calm under pressure and has experience of crisis management and business continuity.
* Is an effective communicator, and can confidently explain complex issues with senior stakeholders.
* Takes personal accountability for the quality and accuracy of their work.
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 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.
At Deliveroo, we know that people are the heart of the business and we prioritize 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 judgment 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 recognize 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.
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location.
* Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus, or relocation support.
* Up to 5% matched pension contributions.
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success.
Food
* Free Deliveroo Plus: free delivery and access to special offers.
* Team lunches from the best local restaurants.
Time away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo.
* One day of paid leave per year to volunteer with a registered charity.
Work Life
* Maternity, paternity, and shared parental leave, eligible from day one of employment.
* Excellent kit to enable working from home and a parent-friendly working culture.
* Access to free mortgage advice.
* Cycle to Work Scheme or Season Ticket Loans, depending on how you wish to travel.
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content.
* Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons, and in-office yoga sessions.
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