deliveroo - Strategy and Operations| Senior Manager - New Partner Experience (NPX)
Requirements
• People Leadership: Proven experience building and developing teams, including hiring, coaching people managers, and enabling good decision-making across your team. • Strategic Thinking & Commercial Acumen: Ability to set a multi-year vision, balance short-term delivery with long-term scalability, and translate data into commercial recommendations with clear business cases. • Process Design & Operational Excellence: Strong skills in mapping processes, spotting inefficiencies, and applying best practice in onboarding, CRM or partner experience. • Change Management & Delivery: Track record of leading change across multiple teams, resolving complex cross-functional challenges, and driving adoption of new ways of working. • Communication & Influence: Confident, adaptable communicator who can build trust with senior stakeholders and resolve conflict across teams; comfortable with ambiguity in a fast-paced environment. • 7+ years in operations, strategy, commercial management or platform/marketplace businesses • Track record of measurable performance improvement • Multi-market/global experience and familiarity with Salesforce/CRM or partner onboarding are a plus
Responsibilities
• Leading NPX across EMEA: Manage a team overseeing partner onboarding (NPX) operations across UKI, EU, MENA and APAC, setting strategy, building team culture, and acting as senior escalation point. • Owning partner onboarding end-to-end: Define and manage the full onboarding journey (post-sale to Day 56), ensure processes are documented and consistent across markets, and own key KPIs like activation rates, churn, and menu quality. • Driving continuous improvement: Use data to identify performance gaps, build enablement roadmaps with cross-functional partners, and make the business case for investment in tools and process changes. • Leading change management: Project-manage process changes from design to adoption, working with Content, L&D and Incentives teams to ensure smooth rollout across frontline teams. • Cross-functional stakeholder leadership: Partner with Sales, Partner Support, Product and Engineering to improve handovers, escalations, and tooling, acting as a trusted advisor to senior stakeholders.
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.
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