Sales Operations Manager - SMB Hub

The Company

Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK.  We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.  

 

The Team 

The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. The Sales team is the start of our funnel, consisting of inbound and outbound teams for all of Deliveroo’s EU markets (UK, Ireland, France, Italy and Belgium), across the restaurant, grocery and retail verticals.

The Role
As a Sales Operations Manager you will oversee and develop high-performing operational teams while designing and delivering long-term strategic frameworks to enhance commercial performance. As an Operations Manager, you will work closely with the function leads to ensure the operation is both efficient and high performing. You will strive for excellence by understanding stakeholder requirements and support on delivering operational initiatives that drive performance. Based in Manchester, 3 days a week onsite.

Core Responsibilities

Operational Leadership 

• Guide daily activities across operational functions, ensuring quality and quantity of sales volume, adherence to performance targets, and seamless cross-team collaboration
• Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in delivering the right partner outcomes
• Coach, mentor, and develop team members, cultivating an inclusive and accountable environment focused on continuous improvement.

Strategic Planning

• Define and translate medium to long-term strategies into actionable business plans that drive commercial objectives—such as revenue growth, profitability, and efficiency.
• Monitor KPIs and financial metrics, using insights to adjust processes, manage risk, and support strategic decision-making and effective planning processes
• Collaborate with senior leadership to align commercial strategy with operational capabilities and resource allocation

Stakeholder Engagement & Communication

• Drive transformation and continuous improvement initiatives, integrating new technologies and operational models that support commercial targets.
• Communicate strategic plans, performance trends, and operational insights to executive teams, commercial partners, and frontline staff

What You’ll Be Doing

• Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives
• Designing and implementing new strategic initiatives across the centre ensuring cross functional alignment and coaching teams to embed new ways of working.
• Delivering the operational strategy for the EU hub, ensuring local programs are executed efficiently including but not limited to implementation of product launches, identifying skill gaps, creating and implementing local incentives that drive performance.
• Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in acquiring new partners
• Partnering with the central teams to build robust plans that support driving change in the hub; through better engagement, improved efficiencies or increased capabilities.
• Acting as a mentor and senior lead to junior Team Leads.
• Collaborate with Learning and Development to ensure content of training materials and programmes is of maximum value to staff

The Candidate

This is a fast-paced role which will require an individual that can balance a number of competing priorities whilst remaining focused on core performance indicators. The candidate will be passionate about delivering initiatives that drive performance across the operation and will be someone who is innovative in their approach. The successful candidate will have a keen eye for detail and will be someone who has strong stakeholder management skills.

The required skills include:

• Good organisational skills with the ability to balance multiple priorities in a live operational environment
• Strong written and verbal communication skills
• Proven ability to lead and deliver complex plans against deadlines ensuring a clear prioritisation model is implemented
• Strong eye to detail with proven ability to think outside of the box in order to create long term solutions

• A self-starter; proactive & always thinking of what the next step needs to be in order to future proof
• Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome

The desired experiences include:

• Minimum 3 years of experience in function that is focused on driving performance improvements
• Minimum 5 years in people leadership roles
• Experience working within Contact Centre environments
• Experience within high velocity sales management role, able to gain insight from the ear test as well as through data and feedback

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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.