Head of New Partner Experience - UKI & EU

Job Description

Head of NPX & AM (New Partner Excellence & Account Management) — SMB

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our UKI and EU Small Medium Business (SMB) team is the engine room of our marketplace—managing relationships with thousands of independent restaurant and retail partners across Europe. If you are a strategic leader who thrives on building "best-in-class" operations and is passionate about driving commercial success for independent businesses, this is the role for you.

We’re looking for a Head of NPX & AM based in our Manchester hub. Reporting to the SMB Commercial Director, you will lead a large-scale team of managers and agents across four EU markets, overseeing the full lifecycle of our partners from the moment they join the platform.

What You’ll Be Doing

You will balance high-level strategic planning with a hands-on approach to leadership, ensuring our partners are set up for long-term success.

• Partner Obsession: Act as the champion for newly acquired partners. You will build and refine a contact centre model that prioritizes impactful conversations, ensuring merchants understand how to fully leverage the Deliveroo platform.

• Commercial Strategy: Implement "sales through service" models. Your team will drive commercial outcomes—such as upsells and improved operational efficiency—that benefit both our partners and Deliveroo’s bottom line.

• Defining the Future: Design and deploy a scalable servicing model. You will find the perfect equilibrium between high-tech self-serve tools and high-impact human interactions.

• Leadership at Scale: Manage a multi-layered team in Manchester, fostering a high-performance and inclusive culture that handles everything from reactive support to proactive growth campaigns.

• Cross-Functional Collaboration: Partner with global Tech and Ops teams to build the internal tools and contact strategies required to "move the needle" for our partners.

• Experimentation: Champion a "test and learn" culture, using data to evolve support strategies and prevent churn within the SMB base.

What You’ll Need to Thrive

We are looking for a leader who can drive systemic change while maintaining high levels of employee engagement:

• Experience: 4+ years in a call centre or similar high-volume environment with a focus on customer/partner experience. Experience in the restaurant or grocery sectors is highly desired.

• Leadership Mastery: The ability to manage a P&L and deliver results through scalable solutions without compromising team culture.

• Stakeholder Diplomacy: Strong negotiation skills and the resilience to challenge senior leadership to unlock resources for your team.

• Operational Rigor: Skilled in project management and task prioritization within a fast-moving daily operation.

• Communication: Exceptional ability to engage diverse audiences across different channels and international markets.

Why Join Us?

At Deliveroo, you’ll solve complex real-time challenges in an industry that is redefining convenience. Working here you can expect to:

• 🚀 Drive High-Impact Change: Own the strategy for thousands of independent partners across the UK, Ireland, and Europe.

• 🌱 Entrepreneurial Pace: Work in a high-growth startup environment where your ideas can be implemented at scale.

• 🧠 Strategic Ownership: Lead the evolution of how Deliveroo supports its most diverse and vibrant partner segment.

Diversity, Equity and Inclusion

At Deliveroo, we believe a great workplace reflects the world around us. We are committed to building a workforce that mirrors the beautifully diverse communities we serve.

Our latest 2024 UK & Global workforce data reflects this ongoing commitment to representation:

• Ethnic Diversity: 38.2% of our UK employees identify as being from ethnic minority backgrounds. This is comprised of:

  • 19.4% Asian / Asian British

  • 7.1% Black / African / Caribbean / Black British

  • 5.8% Mixed / Multiple ethnic groups

  • 5.9% Other ethnic groups

• Gender: 44.1% of our global workforce identify as women.

• Senior Leadership: We have an active global goal to reach 40% women in senior leadership roles.

We welcome candidates from all backgrounds regardless of race, religion, gender, or disability. If you require any reasonable adjustments during the recruitment process, please let your recruiter know or contact us at accommodations@deliveroo.co.uk.