New Partner Experience Lead - UAE

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.

Purpose Of Job

Leading the New Partner Experience (NPX) Team for UAE, including Restaurants, Grocers and Retailers

Supporting and directing team’s efforts to increase the engagement of the partners with the company.

Understanding our Partners’ specific needs and enhancing value proposition to tailor strategies that will help them grow their business on the platform. Manage escalations from Partners and supporting internal reporting of efficiency, results, trends and KPIs

Main Responsibilities

• Support NPX Associates during day-to-day tasks, including weekly or bi-weekly 1:1s with the team
• Monitor and improve Team efficiency in terms of amount of journeys handled, duration of calls, performance monitoring. Report results in a timely manner to SMB Lead
• Review and improve NPX agents’ ability to manage and prioritise a call list, schedule follow up calls as required, and log the outcome of each call.
• Ability to directly interact with Partners in case of escalations or need
• Acting on ad hoc tasks with clear instructions from leads / management in a timely manner
• Demonstrates strong attention to detail while internally reporting on NPX results, team efficiency and KPIs
• Uses tools to drive efficiencies through proper documentation
• Providing clear communication to resolve rx partners queries
• Adherence to best practice and ways of working, representing Deliveroo professionally
  
  

KPIs

• Average of NPX Agent’s achievement (70%)
• Discretionary (30%)
  
  

Requirements

• Education (BSc/BA in business or related field)
• Experience of 2+ years in commercial/account management support roles (Account executive, Partner Support, Partner Ops roles)
• Past experience in managing a Team is preferred
• Skillset:
• Experience in relationship management / customer service
• Excellent communication
• Comfortable with trying new processes and able to charter new ones
• Solid analytical skills, attention to detail
• Problem solving and organisation
• Ability to work under pressure & in a fast paced environment
• Has a proficient understanding and usage of company tools including Salesforce, Google Sheets, Admin, Restaurant Hub and other tools that directly impact their scope of work.
• Characteristics: self-starter capable of driving yourself to your targets
  

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

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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