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- Tasks: Lead strategic projects to enhance customer experience and optimize refunds at Deliveroo.
- Company: Join Deliveroo, a tech-driven leader in the food delivery industry, transforming how people enjoy food.
- Benefits: Enjoy competitive perks including health, family support, and growth opportunities in a diverse workplace.
- Why this job: Be at the forefront of solving complex problems while making a real impact on customer satisfaction.
- Qualifications: 5+ years in operations or consulting, with strong analytical skills and experience in fast-paced environments.
- Other info: Passion for food and a collaborative spirit are essential; embrace diversity and innovation.
The predicted salary is between 43200 - 72000 £ per year.
Strategy Manager, Customer Experience and Refunds
Customer Care
London – The River Building HQ
Permanent
Remote
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The Service Excellence Team
At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a strategy manager, you\’ll operate at the forefront of the business, solving complex problems. You\’ll collaborate across teams on initiatives and projects to achieve business goals in areas such as:
- Developing compensation policies to address customer issues, improve retention, and enhance recovery experiences.
- Enhancing claim decision processes, reducing fraudulent claims and abuse.
- Fairly allocating defect costs between Deliveroo, Partners, and Merchants, including disputes.
- Designing optimal recovery resolutions across product categories, balancing customer needs with those of Deliveroo and merchants (e.g., credits, refunds, redeliveries, returns).
- Updating policies supporting company initiatives, continuous improvement, and compliance.
What you\’ll be doing
- Problem-solving in complex scenarios, balancing customer experience, costs, and legal/regulatory risks.
- Leading tactical and strategic projects to meet departmental and company goals.
- Identifying cost reduction opportunities and collaborating across teams to implement them, with monitoring metrics.
- Creating business case proposals for investment and funding.
- Partnering with legal, policy, and commercial teams for due diligence and compliance.
- Working with Trust and Science teams to identify and address fraudulent behaviors, balancing operational and regulatory risks.
- Proactively managing risks, threats, and opportunities, escalating as needed.
- Reporting on financial metrics, business trends, and root cause analysis to stakeholders.
- Acting as a subject matter expert in cross-functional groups, communicating risks and concerns effectively.
- Building partnerships with product, data science, and senior stakeholders to define requirements.
- Engaging with global operations teams for communication and knowledge sharing.
- Managing workload across ongoing tasks and initiatives.
Requirements
We seek someone with:
- 3+ years\’ experience as an Operations Manager or Consultant in a fast-paced, dynamic environment. Agile experience is highly desirable.
- Data-driven decision-making skills, with analysis, intuition, and primary research.
- Action-oriented approach, with experience leading performance improvement projects, including automation and GenAI.
- Effective prioritization skills for multiple projects independently.
- Calmness under pressure, with crisis management and business continuity experience.
- Knowledge of CRM systems (e.g., Zendesk, Salesforce) and experience integrating systems.
- Partner/vendor management experience supporting change delivery.
- Accountability for work quality and accuracy.
- Strong analytical skills (Excel pivot tables, INDEX MATCH); SQL skills are a plus.
- Ability to coach and mentor, with experience in frontline engagement projects.
Why Deliveroo
Our mission is to transform shopping and eating, connecting communities to food and products conveniently. We are a tech-driven company in a rapidly expanding industry, valuing autonomy and innovation. We prioritize employee welfare and offer diverse benefits, including healthcare, parental leave, pensions, and more.
Diversity
We believe in a diverse workplace reflecting the world we serve. We welcome all backgrounds and are committed to equitable hiring and interview practices. Adjustments are available upon request to support your application process.
Benefits
- Competitive salary, potential bonuses, and relocation support.
- Equity options in some roles.
- Free delivery and access to special offers, team lunches.
- Generous leave, volunteer days, healthcare, wellness apps, and flexible benefits.
- Work-life balance initiatives, including parental leave, equipment for remote work, and development opportunities.
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Strategy Manager, Customer Experience and Refunds employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategy Manager, Customer Experience and Refunds
✨Tip Number 1
Familiarize yourself with Deliveroo's customer experience philosophy. Understanding how they prioritize customer satisfaction will help you align your problem-solving approach with their mission.
✨Tip Number 2
Showcase your experience in managing complex projects. Be ready to discuss specific examples where you've balanced customer needs with operational costs and legal considerations.
✨Tip Number 3
Highlight your analytical skills, especially with tools like Excel and SQL. Being able to analyze data effectively will be crucial in making informed recommendations.
✨Tip Number 4
Demonstrate your ability to work cross-functionally. Share experiences where you've collaborated with different teams, such as legal or commercial, to achieve a common goal.
We think you need these skills to ace Strategy Manager, Customer Experience and Refunds
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Strategy Manager position. Understand the key responsibilities and requirements, especially around problem-solving, project management, and customer experience.
Tailor Your CV: Customize your CV to highlight relevant experience that aligns with the role. Focus on your background in operations management, performance improvement projects, and any experience with CRM systems like Zendesk or Salesforce.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your ability to balance various business needs. Use specific examples from your past work to demonstrate how you have successfully managed complex projects.
Highlight Analytical Skills: Make sure to emphasize your analytical skills in your application. Mention any experience with data analysis tools, such as Excel or SQL, and how you've used data to drive decision-making in previous roles.
How to prepare for a job interview at Deliveroo
✨Understand the Customer Experience
Make sure you have a solid grasp of how customer experience impacts business goals. Be prepared to discuss specific examples of how you've improved customer satisfaction or resolved issues in previous roles.
✨Showcase Your Problem-Solving Skills
Be ready to demonstrate your ability to navigate complex problems. Prepare to share instances where you've balanced customer needs with cost and legal considerations, highlighting your analytical approach.
✨Familiarize Yourself with Relevant Tools
Since knowledge of CRM systems like Zendesk or Salesforce is important, brush up on these tools. If you have experience with data analysis tools, be sure to mention it, especially if you can provide examples of how you've used them to drive decisions.
✨Prepare for Cross-Functional Collaboration
Think about your experiences working with different teams, such as legal, policy, and commercial. Be ready to discuss how you've successfully collaborated across departments to achieve common goals.
