Customer Care Manager jobs in Gran Bretaña

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This is a critical leadership role within the Finance & Strategy team, directly partnering with the Care organization at Deliveroo. The Senior Manager will be responsible for providing financial leadership, strategic insights, and robust financial control over all aspects of the Care function, including customer and partner refunds, customer service operations, and key customer performance metrics and associated costs. This role requires a highly analytical and commercially astute individual with excellent communication and stakeholder management skills, capable of influencing decision-making and driving operational efficiencies within a fast-paced and dynamic environment.

Key Responsibilities:

• Financial Planning & Analysis:
  • Lead the development of annual budgets, forecasts, and long-range plans for all Care-related costs and metrics.
  • Develop and maintain detailed financial models to track and analyze key performance indicators (KPIs) related to customer satisfaction, service efficiency, and cost optimization.
  • Provide insightful variance analysis against budget and forecast, identifying key drivers and recommending actionable solutions.
  • Partner with Care leadership to understand operational initiatives and translate them into financial implications.
• Business Partnering & Stakeholder Management:
  • Act as the primary finance business partner for the Care leadership team, building strong relationships and providing proactive financial support and guidance.
  • Collaborate closely with teams across Service Excellence, Marketplace Support, Product, Technology, Procurement and Data Science to understand their impact on Care costs and performance.
  • Present financial performance, insights, and recommendations to senior management, including the Finance & Strategy Director and Care leadership.
  • Influence decision-making through clear and data-driven financial analysis.
• Financial Control & Reporting:
  • Oversee the financial control environment for Care-related expenditures, ensuring accuracy, compliance, and efficiency in processes such as refund processing and vendor management.
  • Develop and implement robust reporting frameworks to track key Care metrics and financial performance.
  • Identify and mitigate financial risks within the Care function.
  • Work with the Financial Reporting and Operations teams to ensure accurate and timely month-end close processes for Care-related accounts.
• Strategic Initiatives & Projects:
  • Provide financial support and analysis for strategic initiatives and projects within the Care organization, including evaluating the financial viability and potential ROI.
  • Identify opportunities for cost optimization and efficiency improvements within Care operations.
  • Contribute to the development and implementation of new tools and technologies to enhance Care performance and financial visibility.
  • Support the Finance & Strategy Director on ad-hoc projects and analysis as required.
• Team Leadership & Development:
  • Collaborate with the F&S Manager for Delivery Operations to prioritize tasks and provide clear direction to the shared junior finance resource involved in supporting the financial activities of the Care team.
  • Foster a high-performing and collaborative team environment.
  • Provide coaching, mentorship, and guidance to team members.

Qualifications & Experience:

• Qualified Accountant (ACA, ACCA, CIMA or equivalent) with a strong academic record.
• Significant post-qualification experience (7+ years) in a finance role, with demonstrable experience in financial planning & analysis, business partnering, and financial control.
• Proven experience working closely with operational teams, ideally within a customer-centric environment.
• Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent financial modelling skills (e.g., Excel or G-sheets will be advantageous).
• Exceptional communication and presentation skills, with the ability to effectively convey financial information to both finance and non-finance audiences.
• Strong stakeholder management and influencing skills, with the ability to build credible relationships at all levels.
• Experience with ERP systems (e.g. Oracle), Forecasting (e.g. Pigment) and BI tools (e.g. Looker) is highly desirable.
• Experience in a high-growth, fast-paced environment is a significant advantage.
• Understanding of customer service operations and key performance metrics is beneficial.

Personal Attributes:

• Highly motivated and results-oriented with a proactive approach.
• Strong commercial acumen and business understanding.
• Ability to work independently and as part of a team.
• Excellent attention to detail and a commitment to accuracy.
• Adaptable and resilient in a dynamic environment.
• A passion for Deliveroo's mission and the food delivery industry.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.