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Head of New Partner Experience

deliveroo.co.uk Logo

DELIVER

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Location:
United Kingdom , Manchester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As Head of NPX & AM for our SMB Commercial team, you will lead a team of managers that are responsible for the core performance of our SMB partners. Your team will be focused on supporting new partners as they join our platform and managing the SMB base through both portfolio and campaign management. This role is based in Manchester and you will report to the SMB Commercial Director. You will focus on strategic planning for the future through partner management. This is a hybrid role, working in the Manchester office and remotely.

Job Responsibility:

  • Partner Obsessed: Be the champion for our newly acquired partners
  • creating a best in class contact centre that drives impactful conversations with our partners
  • enabling them to get the most from the Roo platform
  • Commercially astute
  • Ensure your team are leading from the front in supporting drive the right commercial outcomes for the business and our partners
  • implementing sales through service models that ensure our partners are able to be successful whilst driving the right outcomes for Roo
  • Define the Future: Design and implement a scalable servicing model that balances high-tech self-serve tools with high-impact human interaction
  • Lead at Scale: Manage a large team of managers and agents, fostering a high-performance, inclusive culture in our Manchester hub
  • across all four EU markets
  • Drive Strategy: Partner with global Tech and Ops teams to build the tools, incentives, and contact strategies that move the needle for our partners
  • Test & Learn: Champion a culture of experimentation to constantly evolve how we support our SMB base

Requirements:

  • Leadership: The skill to balance results with employee engagement
  • Team Management: Can build an engaged team of contributors to deliver across a range of administrative processes
  • Influence and Negotiation: Stakeholder management, with resilience to face challenges from senior members of the business and deliver a positive outcome
  • Project Management: Manage projects alongside a daily operation requiring quick response as issues arise - strong work prioritisation, planning and task delegation
  • Team work: Collaborative approach with peers and business leaders to build support and unlock resources to support delivery of your agenda
  • Communication: Strong communication skills, with knowledge to respond to a variety of demands and the ability to engage with a variety of audiences through different channels
  • 4+ years of experience in a call centre or similar environment focusing on delivering exceptional customer experiences
  • Experience working within the restaurant or grocery retail industries
What we offer:
  • 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
  • Funded single cover healthcare on our core plan, with the option to add family members at own cost
  • On-site gym (HQ), discounted external gym membership
  • Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
  • Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
  • Life assurance
  • Maternity, paternity and maternity 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 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
  • Summer and end-of-year parties
  • Free Deliveroo Plus: free delivery and access to special offers
  • Team lunches from the best local restaurants
  • Up to 5% matched pension contributions
  • Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Additional Information:

Job Posted:
February 02, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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