Operations Manager - Account Management

The role of the Senior Team Lead is to manage a team of Account Managers and assist the Head of Department to lead the SMB (small/medium sized business) AM Team to success. You will be responsible for SMB restaurant growth by assisting AMs through coaching on commercial (e.g. contract negotiation) and client facing best practices (e.g. pitching growth opportunities). You will lead a high-performing team, ensuring that client relationships are nurtured and expanded while driving performance excellence and strategic initiatives.

We offer hybrid working two days a week and our office is based in Manchester City Centre.

Responsibilities

• Responsible for the delivery and improvement of the SMB Account Management function through management and coaching of a team to provide an excellent service to partners in order to help them flourish on the Deliveroo platform

• Will directly manage a team of 10-15 with varying levels of expertise

• Responsible for recruitment, reward and development of your own team

• Establish and maintain a performance management framework for the team

• Focusing on Operational Excellence and leading on strategic initiatives to enhance client relationships, provide great outcomes for partners and identify commercial opportunities for growth

Accountabilities

• Collaborate with the Head of Department to set strategic goals for the SMB Account Management team. Develop and implement strategies to drive restaurant growth and client satisfaction

• Engage and motivate the team to maintain high morale, low absenteeism and turnover

• Manage resources and prioritise workloads within the AM department to ensure achievement of targets and KPIs

• Support team members through regular 1:1 and bi-annual reviews to identify and address development needs and construct development plans which will build a high performing team

• Monitor team performance and output through use and analysis of performance and quality data, to set or adjust targets and measure success against them, and raise the standards in the team

• Ensure quality staff are recruited into the department by effective interviewing and other recruitment tools together with HR

• Liaise with Learning and Development to ensure content of training materials and programmes is of maximum value to staff

• Represent the SMB Account Management team and the SMB Department on projects, campaigns and initiatives to ensure SMB AM needs are represented and prioritised accordingly

• Provide regular management information reports to assist in strategic decision-making. Use insights to drive continuous improvement and innovation within the team

• Research and answer complex complaints referred from our Account Managers, identifying the causes and taking appropriate action to deliver outstanding customer service

• Relevant briefings communicated to staff to ensure Company plans and procedural changes are cascaded and understood at all times

• Work with other managers and stakeholders to ensure Account Managers receive coaching, development and technical support they need in order to improve performance

Skills Required

• Demonstrated management role of 3 years+

• Proven track record of managing large teams

• Proven experience within an Account Management or Sales Management environment at a management level

• Excellent planning and organisational skills

• Excellent coaching and feedback skills

• Technical Skills: experience with Salesforce and/or other CRM systems would be advantageous

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.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

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 startups in an exciting space.