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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.
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.
The Role
As the Sales Operations and CRM Manager for Europe and UK, your role will be pivotal in ensuring that our operational teams are fully equipped and proficient in executing their roles with excellence. Collaborating across various functional areas, you will ensure that our contact centre agents have access to the essential tools required to deliver exceptional service to our restaurant partners.
What you’ll be doing
* Support and problem solving: Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives.
* Data Analysis & Reporting: Assessing ongoing utilisation and effectiveness of existing tools & identifying areas of improvement including but not limited to Salesforce, HVS and dialler telephony systems.
* Tooling optimisation: Supporting deliver the operational strategy for the Sales centre, ensuring all existing and new tools are maintained and implemented with clear project plan including post live adherence tracking.
* Digital Partner Communication: Owning HVS communication, ensuring all written communications to partners is of the highest quality and reviewed in a timely manner.
* Knowledge Management: Owning and delivering the knowledge hub, creating and maintaining relevant documentation that enables consistency across the operation.
* Collaboration and Communication: Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions.
* Cross-functional Collaboration: Collaborating with all SMB teams and broader central teams to ensure the effective delivery of tools and enablement initiatives.
* Training and Enablement: Developing and delivering training programs to ensure that employees are proficient in using the tools and technologies provided.
* Process Improvement: Collaborating with different teams to understand their workflow and processes, and identifying opportunities to streamline and optimise these processes.
* Change Management: Facilitating the adoption of new tools and technologies within the organisation.
* Project Management - Leading tooling and enablement initiatives by gathering requirements, creating approval documents, building project plans, progress tracking, and delivery.
The Candidate
This is a fast-paced role which will require an individual that can balance a number of competing priorities whilst remaining focused on core performance indicators.
The required skills include:
* Strong written and verbal communication skills.
* Proven ability to lead and deliver complex plans against deadlines.
* Strong project management skills.
* A self-starter; proactive & always thinking of what the next step needs to be.
* Exceptional stakeholder management.
* Strong technical proficiency.
* Capability to analyse data and metrics.
* Strong problem-solving skills.
The desired experiences include:
* Experience in working with Salesforce system.
* Experience in using and maintaining High Velocity Sales.
* Experience in dialler technology.
Interview Process
At Deliveroo we want to ensure our candidates get to meet a number of people from the business and in turn be assessed fairly.
* Stage 1 - Screening interview
* Stage 2 - Presentation
* Stage 3 - Interview
* Stage 4 - Interview
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.
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A competitive and comprehensive compensation and benefits package.
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