UKI & EU SMB Hub Commercial Director

The Role

As the Commercial Director for the UKI and EU SMB Hub, you will be responsible for driving sustainable, profitable revenue growth with our critically important portfolio of small and medium business (SMB) partners spanning UK, Ireland, France, Italy & Belgium.  Your remit covers SMB partner acquisition (UKI-only), on-boarding and remote account management of SMB partners across the restaurant, grocery and newly launched retail verticals. 

Your team consists of c.170 enthusiastic, multi-national frontline agents predominantly based in our contact centre in Manchester and which is led by a small functional management team that reports to you. To deliver your goals, you will collaborate closely with cross-functional teams including local Commercial teams, UKI Regional Growth, Restaurant Product, Marketing and Finance as well as working with your peers on the Commercial Leadership team responsible for our other partner segments.

This is a high profile role that is also a core member of the UK&I and EU Leadership Teams, giving you exposure to all the critical decisions involved with running Deliveroo’s largest business unit. The role is well suited to an excellent general manager that is able to combine analytical and commercial rigour, a bias to action in building high quality processes enabled by technology and the ability to inspire and motivate a large, diverse team.

What you’ll be responsible for

1. Enhancing the effectiveness of our sales capability to ensure we have a leading selection of SMB partners available on Deliveroo

• Optimise our use of market intelligence and analytics to identify and prioritise the highest potential prospects to target in each town and city, including the ability to identify and target future partners such that Deliveroo gains first-mover advantage
• Implement routines to ensure a systematic, scaleable and commercially robust approach to converting SMB prospects through a variety of contact methods
• Leverage process improvements and contact centre technologies to ensure the sales cycle is delivered with the right cost-to-serve given the potential each prospect represents

2. Delivering an effective on-boarding processes that sets our partners up for success on Deliveroo

• Ensure our on-boarding processes enable new signings to activate on Deliveroo quickly with a minimum amount of friction
• Build a scalable early-stage remote account management capability that ensure newly activated partners make fast start on the platform thanks to the quality of account support and guidance we provide in the first critical months of operation

3. Establishing a scalable remote account management model that supports and encourages SMB partners to maximise their delivery potential with Deliveroo

• Optimise and roll-out a new model for account management that reflects the potential opportunity of each partner and incentivises proactive, self-led improvements by the partner 
• Collaborate with a cross-functional team to deploy the correct processes and tooling to facilitate such an approach while balancing the cost-to-serve for Deliveroo in terms of account-servicing resource required

4. Build, coach and lead an exceptional commercial and operational team that is engaged, inclusive and high-performing

• Create a compelling vision with a strong sense of unity and desire to win together across a large team of frontline colleagues
• Establish routines and support infrastructure (including L&D) to ensure high quality standards are achieved and maintained while supporting our frontline colleagues to build a successful career with Deliveroo
• Foster collaboration throughout the organisation, understanding the benefit and importance of strong central / local collaboration

5. Leverage expertise to support the SMB functions of other markets not covered by the SMB Hub

Key Leadership Competencies

• Thought-leadership: utilises data, insight from across markets and external best-practice to shape a clear vision for the future as to how we can create an efficient, executionally-impactful and engaged commercial organisation. Is able to translate this vision into a structured roadmap of initiatives that can be delivered by their team.  

• Problem solving: Expertly evaluates complex trade offs around competing business and financial priorities. Models good strategic decision making skills for the rest of the department and organisation. 

• Delivery: sets clear performance management frameworks and routines to ensure objectives are met, with escalation routes in place to resolve off-track issues.  Builds a performance culture that celebrates successes while learning from mistakes whilst avoiding a “blame culture”.

• Customer-led, sales-led approach: role models best practice in core commercial technical skills including how to understand customer needs and objections, a strong ability to identify compelling, commercially-led hooks that drive action. Is able to build this into the team culture across diverse group of commercial and non-commercial individuals

• Communication & Influence: Effectively manages self and teams of any size; is a trusted advisor to senior stakeholders and teams around the business. Is able to hold their own and influence multiple Execs. Successfully represents Deliveroo with senior external stakeholders and/or in external engagements.

• Change Management: Role-models a growth mindset that embraces change and deploys best-practice approaches to win hearts and minds and that ultimately embeds change into the organisation. Exhibits solid intuition around how other players in the broader ecosystem are likely to act.   

• Team Development: Empowers managers below them to run a mature, high-performing team. Proactively engages in the development, growth, and retention of people across their business unit.

• Community-Building: Sponsors departmental or cross-functional initiative(s) that strengthen Deliveroo (e.g. training, mentoring, diversity and inclusion, recognition). Is responsible for hiring and maintaining a strong and diverse workforce.  

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

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.

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