Strategy Manager, Customer Experience and Refunds

DELIVEROO; London; Remote; GBP 50,000 - 80,000; Full time

Job summary

An innovative company in the food delivery sector is seeking a Strategy Manager to enhance customer experience and streamline operations. This role involves solving complex problems, collaborating across teams, and leading projects that drive performance improvement. You will be at the forefront of developing compensation policies, enhancing claim processes, and ensuring compliance while balancing customer needs with business goals. Join a dynamic team that values autonomy, innovation, and employee welfare, offering a competitive salary and diverse benefits to support your career growth.

Benefits

Competitive salary

Potential bonuses

Equity options

Free delivery and special offers

Generous leave

Healthcare benefits

Flexible benefits

Work-life balance initiatives

Development opportunities

Qualifications

• 3+ years in Operations Management or Consulting in dynamic settings.
• Strong analytical skills with data-driven decision-making.

Responsibilities

• Lead strategic projects to enhance customer experience and reduce costs.
• Report on financial metrics and business trends to stakeholders.

Skills

Operations Management

Data Analysis

Crisis Management

Agile Methodologies

Performance Improvement

Analytical Skills

CRM Systems Knowledge

Tools

Zendesk

Salesforce

Excel

SQL

Job description

Strategy Manager, Customer Experience and Refunds

Customer Care

London - The River Building HQ

Permanent

Remote

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The Service Excellence Team

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a strategy manager, you'll operate at the forefront of the business, solving complex problems. You'll collaborate across teams on initiatives and projects to achieve business goals in areas such as:

1. Developing compensation policies to address customer issues, improve retention, and enhance recovery experiences.
2. Enhancing claim decision processes, reducing fraudulent claims and abuse.
3. Fairly allocating defect costs between Deliveroo, Partners, and Merchants, including disputes.
4. Designing optimal recovery resolutions across product categories, balancing customer needs with those of Deliveroo and merchants (e.g., credits, refunds, redeliveries, returns).
5. Updating policies supporting company initiatives, continuous improvement, and compliance.

What you'll be doing

• Problem-solving in complex scenarios, balancing customer experience, costs, and legal/regulatory risks.
• Leading tactical and strategic projects to meet departmental and company goals.
• Identifying cost reduction opportunities and collaborating across teams to implement them, with monitoring metrics.
• Creating business case proposals for investment and funding.
• Partnering with legal, policy, and commercial teams for due diligence and compliance.
• Working with Trust and Science teams to identify and address fraudulent behaviors, balancing operational and regulatory risks.
• Proactively managing risks, threats, and opportunities, escalating as needed.
• Reporting on financial metrics, business trends, and root cause analysis to stakeholders.
• Acting as a subject matter expert in cross-functional groups, communicating risks and concerns effectively.
• Building partnerships with product, data science, and senior stakeholders to define requirements.
• Engaging with global operations teams for communication and knowledge sharing.
• Managing workload across ongoing tasks and initiatives.

Requirements

We seek someone with:

• 3+ years' experience as an Operations Manager or Consultant in a fast-paced, dynamic environment. Agile experience is highly desirable.
• Data-driven decision-making skills, with analysis, intuition, and primary research.
• Action-oriented approach, with experience leading performance improvement projects, including automation and GenAI.
• Effective prioritization skills for multiple projects independently.
• Calmness under pressure, with crisis management and business continuity experience.
• Knowledge of CRM systems (e.g., Zendesk, Salesforce) and experience integrating systems.
• Partner/vendor management experience supporting change delivery.
• Accountability for work quality and accuracy.
• Strong analytical skills (Excel pivot tables, INDEX MATCH); SQL skills are a plus.
• Ability to coach and mentor, with experience in frontline engagement projects.

Why Deliveroo

Our mission is to transform shopping and eating, connecting communities to food and products conveniently. We are a tech-driven company in a rapidly expanding industry, valuing autonomy and innovation. We prioritize employee welfare and offer diverse benefits, including healthcare, parental leave, pensions, and more.

Diversity

We believe in a diverse workplace reflecting the world we serve. We welcome all backgrounds and are committed to equitable hiring and interview practices. Adjustments are available upon request to support your application process.

Benefits

• Competitive salary, potential bonuses, and relocation support.
• Equity options in some roles.
• Free delivery and access to special offers, team lunches.
• Generous leave, volunteer days, healthcare, wellness apps, and flexible benefits.
• Work-life balance initiatives, including parental leave, equipment for remote work, and development opportunities.