Opportunity at
DeliverooHead of SMB Account Management
Deliveroo, which is now a part of DoorDash, operates a marketplace connecting independent retail, grocery, and restaurant partners across Europe. The company is seeking a Head…
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About This Role
Deliveroo, which is now a part of DoorDash, operates a marketplace connecting independent retail, grocery, and restaurant partners across Europe. The company is seeking a Head of SMB Account Management to join its in-house contact centre in Manchester and report to the SMB Commercial Director. This on-site role requires presence in the Manchester office three days a week. In this position, the individual will lead an area focused on delivering…
Job Description
Deliveroo, which is now a part of DoorDash, operates a marketplace connecting independent retail, grocery, and restaurant partners across Europe. The company is seeking a Head of SMB Account Management to join its in-house contact centre in Manchester and report to the SMB Commercial Director. This on-site role requires presence in the Manchester office three days a week. In this position, the individual will lead an area focused on delivering world-class service to small and medium-sized restaurants, driving sustainable and profitable revenue growth across the UK, Ireland, and Europe.
The successful leader will direct a remote account management model, balancing service costs with partner growth while collaborating across functions with B2B Marketing, Product, Finance, and Learning and Development teams. Responsibilities include shaping contact strategies, managing daily contact centre operations, utilizing data and partner insights to resolve root causes, and coaching a large, inclusive commercial and operational team. This opportunity is suited for a professional with a strong background in leading teams and managing account functions within a fast-paced environment.
Responsibilities
- Execute a remote account management model that encourages partners to maximize delivery potential while balancing servicing resources
- Collaborate with cross-functional teams including B2B Marketing, Learning and Development Support, Product, and Finance
- Deliver a seamless partner support service to achieve leadership status across the UKI and EU portfolio
- Leverage process improvements and contact centre technologies for timely partner request handling
- Utilize data and partner insights to address root-causes of issues with central Product teams
- Establish consistent routines to measure and act upon partner satisfaction
- Build, coach, and lead an engaged, inclusive, and high-performing commercial and operational team
- Support daily contact centre operations to hit commercial objectives through varied communication methods
Requirements
- Minimum of three years of experience in account management leadership roles
- Proven track record in driving engagement through medium to large-sized workforces
- Strong commercial acumen to drive better outcomes via relevant frameworks
- Strong attention to detail and ability to manage multiple projects simultaneously
- Excellent communication and presentation skills
- Exceptional stakeholder management with resilience and maturity
- Good problem-solving skills with the ability to work independently
- Ability to work on-site in the Manchester office three days a week
Qualifications
- Contact centre experience
Core Skills
Benefits
- Competitive benefits in health, family, finance, community, convenience, growth, time away, and relocation
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This role is based in Manchester and follows a hybrid approach requiring team members to be on site in the Manchester office three days a week.
What is the employment type?
The posting indicates that this is a full-time position.
What experience is required for this role?
Candidates must have a minimum of three years of experience in account management leadership roles, with contact centre experience listed as a desired background.
What is the salary for this position?
The salary for this role is not stated in the job posting.
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