Global Leader, Merchant Excellence & Support

Deliveroo; Manchester; Hybrid; GBP 110,000 - 150,000; Full time

Job summary

Deliveroo is seeking a Head of Merchant Excellence to lead a global operation across the UK and Italy. You will shape partner support strategy, balance in-house and outsourced solutions, and work with Product and Tech to translate merchant needs into the roadmap.

You will guide a large team, set KPIs, and influence SLT decisions with data-driven insights. The role requires scale leadership in a high-stakes environment, strong stakeholder management, and hands-on experience in driving performance

Qualifications

• Significant leadership experience in a large-scale, international contact centre or operational environment.
• Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
• Proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
• Proficiency in CRM systems (Salesforce) and strong analytical skills (Excel pivot tables, INDEX MATCH). SQL skills are a major plus.

Responsibilities

• Architect the partner support strategy and global operations framework.
• Collaborate with Product and Technology to shape the roadmap and advocate for merchant-centric solutions.
• Lead a team of around 80 colleagues, defining KPIs and holding managers and vendors accountable.

Skills

Scale Experience

Strategic Influence

Operational Rigor

Executive Communication

People Management

Technical Savvy

Tools

Salesforce

Job description

Deliveroo is seeking a Head of Merchant Excellence to lead a global operation across the UK and Italy. You will shape partner support strategy, balance in-house and outsourced solutions, and work with Product and Tech to translate merchant needs into the roadmap.

You will guide a large team, set KPIs, and influence SLT decisions with data-driven insights. The role requires scale leadership in a high-stakes environment, strong stakeholder management, and hands-on experience in driving performance