Global Head of Merchant Excellence & Operations

Deliveroo PLC; Manchester; Hybrid; GBP 140.000 - 190.000; Vollzeit

Zusammenfassung

Deliveroo PLC in Manchester is hiring a Head of Merchant Excellence to lead a global merchant operations team across the UK and Italy. Based in Manchester with a hybrid pattern (3 days in-office), you will shape strategy, drive performance, and partner with Product and Finance to deliver world-class partner support.

You will manage a global c.80-strong operation, set KPI frameworks, mentor leaders, and own 24/7 on-call readiness.

Qualifikationen

• Significant leadership experience in a large-scale, international contact centre or operational environment.
• Proven track record in scaling customer care organisations within tech businesses.
• Ability to influence local market leaders and global executives.
• Strong analytical capability with CRM and data tools.

Aufgaben

• Define and own the global partner operations strategy.
• Balance in-house vs. outsourced solutions for scalability.
• Collaborate with Product and Tech to shape roadmaps.
• Lead a team of around 80 colleagues and vendors.
• Set department targets and KPI frameworks.
• Provide voice of the merchant to stakeholders.
• Lead on-call rotation and incident resilience.

Kenntnisse

Leadership experience

Strategic influence

Operational rigor

People management

Executive communication

High-scale operations

Change management

Cross-cultural collaboration

Tools

Salesforce

Excel

SQL

INDEX MATCH

Jobbeschreibung

Deliveroo PLC in Manchester is hiring a Head of Merchant Excellence to lead a global merchant operations team across the UK and Italy. Based in Manchester with a hybrid pattern (3 days in-office), you will shape strategy, drive performance, and partner with Product and Finance to deliver world-class partner support.

You will manage a global c.80-strong operation, set KPI frameworks, mentor leaders, and own 24/7 on-call readiness.