Merchant Support Manager

Hybrid Role - Manchester based (3 days a week)

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 give people the opportunity to buy what they want, as they want it, when and where they want it.

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.

As the Merchant Support Manager, you will be a key driver of change, not just a manager. You will be responsible for defining and implementing best-in-class ways of working, proactively identifying strategic improvements, and delivering considered solutions that elevate the performance and satisfaction of our Merchants. In this crucial role as Merchant Support Manager, you will be a catalyst for change, going beyond standard managerial duties. Your focus will be on shaping the future of Merchant operations by proactively identifying strategic improvements and defining and implementing best-in-class ways of working.

In this role you'll be involved in three key areas:

1. Managing channel, queue and agent performance across our in-house team servicing the UKIE market.

2. Identifying trends in performance and conducting root cause analysis (e.g. agent productivity, quality or Merchant experience)

3. You will work closely with the account management team to equip them with the necessary toolset to improve site performance, while aligning the aims of Merchant Operations with other departments in the business.

What you’ll be doing:

• Elevate Operational Excellence: Strategically manage the performance of our support queues across all Merchant interactions for our UK&I base, ensuring best-in-class service delivery.

• Champion Continuous Improvement: Proactively identify and diagnose performance gaps within your team, leading the development and execution of robust performance improvement strategies.

• Drive Team Impact: Mentor and support your direct reports, empowering them to implement best-in-class customer experience practices that position Merchant Operations as a true differentiator for Deliveroo.

• Influence and Resolve: Actively surface systemic operational issues and relentlessly drive performance by influencing senior stakeholders and cross-functional teams to implement lasting solutions.

• Lead Strategic Initiatives: Take ownership of strategic projects, conduct deep-dive performance analyses, and represent the team in critical discussions with senior leadership.

• Define Success: Collaborate on defining key performance indicators (KPIs), targets, and strategic goals for the team, while meticulously prioritising your own objectives to maximise impact.

Requirements:

We are looking for someone who:

• Has 4+ years’ management experience in a fast-moving and dynamic company, leading a minimum headcount of 15.

• Is detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies).

• Is comfortable leading updates and can speak up when working with senior stakeholders and with the company.

• Is knowledgeable of CRM systems (e.g. Salesforce) and has experience of creating reports across systems.

• Takes personal accountability for the quality and accuracy of their work.

• This is a hybrid role based in Manchester working 3 days per week in the office

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise 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 judgement 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 recognise 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.