Strategy Manager, Customer Experience and Refunds

Deliveroo; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative and technology-driven company is seeking a Strategy Manager to enhance customer experience and optimize operational strategies. In this pivotal role, you will tackle complex challenges, lead initiatives to improve retention and recovery processes, and collaborate with cross-functional teams to drive impactful solutions. Your analytical skills and experience in performance improvement will be crucial in shaping strategies that balance customer satisfaction with operational efficiency. Join a dynamic team that values autonomy and innovation, and make a significant impact in transforming how consumers interact with food delivery services.

Benefits

Healthcare

Parental leave

Pensions

Generous leave allowances

Qualifications

• 3+ years’ experience as an Operations Manager or Consultant.
• Strong analytical skills and experience with data analysis.
• Ability to manage multiple projects independently.

Responsibilities

• Lead strategic initiatives to improve customer experience and retention.
• Collaborate with teams to identify cost reduction opportunities.
• Manage risks and report on financial metrics.

Skills

Data-driven decision-making

Performance improvement projects

Crisis management

Analytical skills (Excel, SQL)

Agile methodology

Education

Bachelor's degree

Tools

CRM systems (Zendesk, Salesforce)

Job description

Strategy Manager, Customer Experience and Refunds

Join to apply for the Strategy Manager, Customer Experience and Refunds role at Deliveroo.

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 and working with colleagues across the company on initiatives and tactical projects to achieve business goals in areas such as:

• Developing compensation policies to address customer issues, improve retention, and enhance recovery experiences.
• Improving claim decision processes, reducing fraudulent claims and abuse.
• Fairly allocating defect costs between Deliveroo and partners/merchants.
• Designing optimal recovery resolutions across product categories, including credits, refunds, redeliveries, and returns.
• Creating and updating policies to support company initiatives, continuous improvement, and compliance.

What You’ll Be Doing

• Problem-solving in complex scenarios, balancing customer experience, costs, and legal risks.
• Leading tactical projects and strategic initiatives to meet goals.
• Identifying cost reduction opportunities and working with teams to realize them.
• Developing business cases for additional investment.
• Partnering with legal, policy, and commercial teams for compliance.
• Collaborating with Trust and Science teams to identify and address fraudulent behaviors.
• Proactively managing risks, threats, and opportunities.
• Reporting on financial metrics and updating stakeholders.
• Serving as a subject matter expert in cross-functional groups.
• Building partnerships with product, data science, and other stakeholders.
• Maintaining communication with operations teams globally.
• Balancing team workload across ongoing tasks and initiatives.

Requirements

• 3+ years’ experience as an Operations Manager or Consultant in a fast-paced, dynamic environment, with Agile experience preferred.
• Data-driven decision-making skills, including analysis and primary research.
• Experience leading performance improvement projects, including automation with or without GenAI.
• Ability to prioritize and manage multiple projects independently.
• Calm under pressure, with crisis management experience.
• Knowledge of CRM systems (e.g., Zendesk, Salesforce) and system synergies.
• Partner/vendor management experience.
• Strong attention to quality and accuracy.
• Solid analytical skills (Excel, SQL desirable).
• Experience coaching and mentoring team members and engaging frontline staff.

Why Deliveroo

Our mission is to transform shopping and eating by connecting consumers, restaurants, shops, and riders. We are a technology-driven company making a large impact with a small team, valuing autonomy, speed, and innovation.

Workplace & Benefits

We prioritize employee welfare with benefits including healthcare, parental leave, pensions, and generous leave allowances. Benefits vary by country.

Diversity

We believe in a diverse and inclusive workplace, welcoming all backgrounds and identities. We are committed to equitable hiring and provide adjustments for applicants as needed.