Sales Process & Operations Manager

The Role

You will hold end-to-end responsibility for defining Deliveroo’s partner-related policies and sales-facing processes, ensuring they are implemented effectively across all relevant functions. You’ll lead Deliveroo’s approach to building sales policies and processes that deliver a seamless, positive experience for partners and teams while optimising efficiency and minimising cost-to-serve. You’ll design and own the end-to-end process framework, collaborate closely with cross-functional teams to ensure consistent execution, and partner with Product to identify opportunities for optimisation.

You will partner with local sales organisations across markets to ensure best in class approaches are taken to optimise productivity and finally, you’ll lead the go-to-market strategy for all sales related process enhancements — engaging internal and external stakeholders to embed changes and drive measurable impact.

What you’ll be responsible for

1. Defining our end-to-end process for all Sales-related processes

   • Ensure every sales-related process is mapped and documented such that we have clarity on responsibilities for each sub-task and the hand-offs between functions/roles as the process proceeds

   • Define the success metrics that we will monitor to ensure each process is delivering positive partner experience and is being delivered efficiently by Deliveroo

   • Maintain up-to-date internal and partner-facing documentation and communication that helps partners understand how each of our processes and sign-up policies operates (where relevant)

2. Act as the connector between Sales (SMB Hub, Local In Field sales) and central functions (PPP, Partner Lifecycle, Selection Intelligence, NPX, Commercial Operations).

   • Spend time in-field with BDMs and Team Leads to capture real-world insights, feeding these back to shape central priorities and ensure tools and processes solve genuine challenges.

   • Partner with central owners to ensure new tooling, documentation, and initiatives are guided by field feedback and deliver tangible impact.

   • Work closely with sales teams across Europe and the UAE to ensure standardised ways of working.

   • Support the roll-out of new initiatives and tools internationally, ensuring local nuances are considered while maintaining global consistency.

   • Travel as needed to support market alignment, training, and field engagement.

3. Driving the performance of all sales-facing processes

   • Monitor performance of the success metrics of each sales process to ensure we are compliant with our policies and processes are operating as intended

   • Identify opportunities for improvement based on deep-dive analysis by regularly analyzing performance data and lead funnel metrics to identify trends, gaps, and opportunities for improvement.

   • Develop a process improvement roadmap for each process, supported by clear business cases that demonstrate the return on investment of improvement initiatives

   • Support the Sales leadership team with insights that drive accountability and decision-making

4. Leading go-to-market for any sales-facing policy or process change

   • Lead rollouts of new processes and initiatives across the Sales organisation.

   • Project manage each change in line with the stages and timelines defined in our go-to-market playbook

   • Collaborate with the the GTM Content team to ensure all partner and frontline employee communication is fit-for-purpose

   • Collaborate with the Commercial Incentives, Learning & Development team to ensure any required frontline commercial training is fit-for-purpose

   • Lead the change management with frontline commercial teams, supported by Training Managers and line managers as appropriate

   • Review post-launch performance; identifying and acting upon any course correction or improvements in a timely manner

5. Drive standardisation in planning and operations across our sales organisation

   • Support quarterly planning cycles and sales forecasting

   • Provide operational and process support to cross-functional sales teams, including Grocery, New Verticals, and Editions.

   • Partner with central and specialist functions to ensure alignment in tooling, reporting, and operational standards.

   • Share best practices and help embed scalable solutions across all sales channels and markets

Key Competencies

• Project Management: ability to manage and progress a complex portfolio of tasks and projects involving multiple stakeholders across both Commercial and other Deliveroo functions

• Change Management: utilises a range of proven techniques to manage a diverse team through a series of change such that they consistently adopt new ways of working and the tools that support them

• Process Design: can map out end-to-end processes, identify inefficiencies, propose solutions and build the case for change

• Communication & Influence: structured communication skills with a clear aptitude to listen and respond to stakeholder needs, and adapt to and engage different audiences. Is a trusted advisor to senior stakeholders and teams around the business

• Community-Building: a team player who readily collaborates cross-functionally and can resolve areas of misalignment or conflict between teams

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.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of 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 incredibly exciting space.