Commercial Excellence Team Lead: AI-Driven Insights

Deliveroo; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading food delivery service in Manchester is seeking a Commercial Excellence Team Leader to transform the QA function into a strategic operation improving commercial performance. You will lead a team, own the strategy for Commercial Excellence, and ensure operational effectiveness through AI-driven insights. The ideal candidate will have experience in contact centers, strong analytical skills, and the ability to manage a small team, alongside a passion for driving results in a dynamic environment.

Benefits

Health benefits

Flexible working options

Diversity and inclusion initiatives

Qualifications

• Experience working with Speech Analytics or LLM functionality.
• Experience working in an analytical role.
• Experience working within Contact Centre environments.
• Experience managing a small/medium-sized team.
• Can speak fluent English.
• Experience with L&D practices and platforms.

Responsibilities

• Lead the transition from QA to Commercial Excellence.
• Own and deliver on the Commercial Excellence strategy.
• Manage a team of 3 Commercial Excellence Executives and 1 Data Analyst.
• Scale quality and insight generation using AI technology.
• Translate insights into actionable coaching and commercial outcomes.
• Ensure faster speed to competency and improved commercial KPIs.
• Improve the Commercial Excellence team's prioritisation framework.
• Maintain quality and impact of commercial data and scoring.
• Communicate ROI of Commercial Excellence initiatives.
• Evolve the team's ways of working for value delivery.

Skills

Working with Speech Analytics or LLM functionality

Analytical role experience

Contact Centre environments experience

Team management

Fluent English

L&D practices and platforms

Job description

A leading food delivery service in Manchester is seeking a Commercial Excellence Team Leader to transform the QA function into a strategic operation improving commercial performance. You will lead a team, own the strategy for Commercial Excellence, and ensure operational effectiveness through AI-driven insights. The ideal candidate will have experience in contact centers, strong analytical skills, and the ability to manage a small team, alongside a passion for driving results in a dynamic environment.