At a Glance
- Tasks: Lead a global team to enhance partner support and operational excellence.
- Company: Join Deliveroo, a leader in transforming shopping and dining experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for career growth.
- Other info: Diverse and inclusive workplace with a focus on continuous learning.
- Why this job: Make a real impact on thousands of merchants while shaping the future of operations.
- Qualifications: Proven leadership in large-scale operations and strong communication skills.
The predicted salary is between 80000 - 100000 £ per year.
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Merchant Excellence team sits at the heart of Deliveroo’s marketplace—ensuring our restaurant and retail partners receive world-class support and seamless operational experiences. If you are a seasoned operations leader who thrives in complex, high-stakes environments and enjoys influencing global product and policy, this is the role for you.
We’re looking for a Head of Merchant Excellence to join our Merchant Leadership team. Based in our Manchester office with a hybrid work pattern (3 days in-office), you will be responsible for the strategic direction and performance of a c.80-person global operation across the UK and Italy.
What You’ll Be Doing
- You will be the architect of our partner support strategy, moving between high-level executive discussions and granular operational performance management.
- Strategic Architecture: Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.
- Product & Tech Influence: Partner with Product and Technology teams to shape the future roadmap. You will provide the 'voice of the merchant,' identifying agent pain points and advocating for self-service vs. agent-led channel strategies.
- Operational Leadership: Set and achieve department-level targets for a team of c.80 colleagues. You will design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.
- Stakeholder Management: Act as a trusted advisor to the Senior Leadership Team (SLT) and C-suite. You will lead deep dives into operational issues and present clear, data-driven solutions to complex problems.
- Culture & People Development: Foster a high-performance culture inclusive of experimentation and continuous learning. You will manage performance, drive employee satisfaction initiatives (Peakon), and mentor the next generation of Deliveroo leaders.
- Relentless Improvement: Surface operational friction and influence stakeholders across Product, Legal, and Finance to address root causes.
- On-Call Support: Participate in a 24/7 on-call rota for approximately 2 weeks per quarter to ensure our marketplace remains resilient.
What You’ll Need to Thrive
- Scale Experience: Significant leadership experience in a large-scale, international contact centre or operational environment.
- Strategic Influence: Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
- Operational Rigor: A proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
- Technical Savvy: Proficiency in CRM systems (e.g., Salesforce) and solid analytical skills (Excel pivot tables, INDEX MATCH). SQL skills are a major plus.
- People Management: Experience managing 'managers of managers,' implementing performance initiatives, and driving engagement across multi-site setups.
- Communication: Ability to write concise project documents that bridge the gap between technical operations and executive strategy.
Why Join Us?
- Make a Visible Impact: Your strategy directly affects the success of thousands of merchants across the globe.
- Fast-Track Progression: As a member of the Merchant Leadership team, you are at the forefront of the company’s strategic growth.
- Autonomy and Ownership: We move fast and empower our leaders to take accountability for their own departments.
Diversity, Equity and Inclusion
At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.
We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.
If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!
Global Head of Mx Support in Manchester employer: Deliveroo
Deliveroo is an excellent employer that fosters a vibrant work culture in Leeds, where innovation and collaboration thrive. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members can advance their careers while making a meaningful impact in the local community. Join us to be part of a dynamic marketplace that values your contributions and rewards your efforts.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Mx Support in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deliveroo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deliveroo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Head of Mx Support in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deliveroo:Your cover letter is your chance to shine! Tell us why you want to work at Deliveroo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deliveroo!
How to prepare for a job interview at Deliveroo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
