Deliveroo
Building the definitive online food company.
food • food delivery • restaurant delivery • groceries • logistics
1001 - 5000
Senior Manager, Customer Experience - Service Excellence
August 31
🏢 In-office - London
Deliveroo
Building the definitive online food company.
food • food delivery • restaurant delivery • groceries • logistics
1001 - 5000
Description
• Reports into the Head of Customer Experience • Responsible for structuring complex concepts • Identifying opportunities to improve consumer service experience • Managing senior stakeholders across the organisation • Lead strategic programmes to improve customer experience • Owning the defects management framework • Coordinating target setting and forecasting process for defects • Managing annual Voice of the Customer mechanism • Monitoring service metrics to identify performance drivers • Providing expertise and coaching to junior team members
Requirements
• 6+ years of experience as Strategy Manager or Consultant in a fast moving company • Action oriented, exceptional problem solver • Strategic mindset, able to think big and execute on-the-fly • Delivery oriented, able to scope and deliver on unstructured work • Solid analytical background including SQL skills and Excel • Strong communicator, able to make complex information clear • Outstanding stakeholders management and relationship building skills • Experience managing multiple projects and stakeholders in a structured way
Benefits
• A wide range of competitive benefits in health, family, finance, community, convenience, growth, time away and relocation.
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