Strategy & Operations Manager, EMEA Growth & Engagement

Wolt; Helsinki; On-site; EUR 85,000 - 115,000; Full time

Job summary

Wolt is seeking a Strategy & Operations Manager to join the EMEA Growth & Engagement team in Helsinki. You’ll own initiatives from problem definition to execution, focusing on member engagement, lifecycle insights, and subscription health, driving measurable business results across 40+ markets.

You will collaborate with Product, Engineering, Data Science & Analytics, Marketing, Commercial and Finance to build an AI-enabled experimentation roadmap and scalable playbooks for Plus across markets.

Qualifications

• 5+ years of relevant experience in strategy & operations, growth or loyalty.
• Ability to structure ambiguous problems and identify high-impact opportunities.
• Strong analytical and experimentation skills, with comfort in A/B testing.
• Understanding of customer lifecycle and onboarding/engagement drivers.
• Proven business ownership with ability to drive initiatives to impact.

Responsibilities

• Build view of largest opportunities to improve member engagement and health across EMEA.
• Understand member lifecycle end-to-end and identify onboarding friction.
• Own initiatives from problem definition to execution and results with cross-functional teams.
• Build and run an experimentation roadmap; design, test, interpret results.
• Track KPIs and drive corrective actions; shape long-term solutions.
• Collaborate with local/regional teams to scale successful approaches.

Skills

Strategy & operations

Growth & engagement

Subscriptions / loyalty

Problem solving

Analytical skills

A/B testing

SQL

AI fluency

Tools

SQL

Job description

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

We are looking for a Strategy & Operations Manager to join our EMEA Growth & Engagement team, which owns the growth and engagement of Wolt+ and Deliveroo Plus across 40+ markets in Europe and the Middle East and is working to build the best local commerce membership programs in the markets we operate in.

You will join our Engagement pod, which focuses on understanding what turns a subscriber into a healthy, engaged and long-term member. You will be responsible for i) identifying and prioritising the largest opportunities to improve our member experience and subscription health, ii) understanding how customer needs and behaviours evolve across different stages of the Plus lifecycle, and iii) driving the highest-priority opportunities from strategy through experimentation and execution to tangible business results.

To get the job done, you'll work closely with our wider subscription team and cross-functional teams across Product, Engineering, Data Science & Analytics, Marketing, Commercial and Finance, while taking full ownership of driving your initiatives to fruition and, most importantly, measurable results.

Our team is responsible for driving the growth and long-term health of our subscription programs. Your exact problem space may evolve as our priorities change, but in practice you will:

• Build a clear view of the largest opportunities to improve member engagement and subscription health across EMEA. Use customer behaviour, market performance and economics to size opportunities and prioritise the areas most likely to materially move our business results.
• Understand the member lifecycle end to end, identifying where customers struggle to onboard, build habit, discover value or remain engaged, and translate those insights into practical interventions that improve customer and business outcomes.
• Own initiatives from initial problem definition through to execution and results, working closely with Product, Engineering, Data Science & Analytics, Marketing, Commercial and Finance.
• Build and run an experimentation roadmap against the highest-priority opportunities. Translate business problems into clear hypotheses, design A/B tests or other appropriate experiments, analyse the results and make decisions on whether initiatives should be scaled, iterated or stopped.
• Track and own the key performance indicators relevant to your problem space and, where necessary, drive corrective actions. This may mean pulling shorter-term lifecycle levers or shaping longer-term Product and Engineering solutions to address underlying drivers.
• Collaborate closely with local and regional teams to ensure our strategies reflect customer needs and market context, and turn successful approaches into repeatable playbooks that can scale across Wolt+ and Deliveroo Plus.
• Keep a close eye on our customer experience and identify opportunities to make Plus easier to understand, use and get value from throughout the membership lifecycle.

The Engagement pod works across a broad range of customer problems. Examples could include improving the first 30-60 days of membership, onboarding and early order progression, benefit discovery and adoption, lifecycle and CRM journeys, programs that drive incremental order frequency and activity, and initiatives that improve longer-term member engagement and retention.

Our humble expectations

• 5+ years of relevant experience, preferably in i) strategy & operations, consumer growth or engagement at a leading consumer technology / platform company, ii) subscriptions, loyalty or membership businesses, or iii) management consulting with subsequent operating experience.
• Problem-solving and prioritisation skills: our team is in the business of solving hard problems and developing new solutions. There is rarely a ready-made playbook to follow, so you'll need to be comfortable structuring ambiguous problems, getting into the details and identifying which opportunities are most likely to move the needle.
• Analytical and experimentation skills: you'll work with data every day and need to be comfortable identifying and sizing opportunities, designing and interpreting A/B tests and making decisions based on the results. Strong spreadsheet skills are a must-have and SQL experience is useful.
• Customer and lifecycle judgement: you are able to understand how customer behaviour and needs evolve across the membership journey, identify the moments that matter most and translate those insights into practical ways to improve onboarding, engagement and retention.
• Business ownership and independence: you have experience owning measurable business results and can demonstrate how you have taken a problem from initial analysis through to execution and impact. You'll be given significant responsibility and freedom, so you need to be comfortable operating without a predefined roadmap.
• People and project management skills: you'll need to be able to inspire and persuade colleagues from a broad spectrum of backgrounds and seniority levels and get cross-functional teams working towards one goal in a coordinated and efficient way.
• AI fluency: AI is increasingly part of how we work at Wolt day to day. You should already be comfortable using AI tools in your work, or be excited to quickly become so, and continuously look for ways to use them to work faster and solve problems better.
• Business acumen and eye for superb user experience: you'll need to be able to see the forest for the trees and have good intuition about what works best for customers while understanding the economics and trade-offs behind business decisions.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.