Head of SMB - Deliveroo for Work at Deliveroo

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, B2B, Corporate CateringIndustries

Requirements

Proven experience leading customer success, customer service, or SMB teams, ideally within a fast-paced B2B environment
A natural leader with a strong track record of delivering results through others - able to inspire, coach and develop high-performing teams
Demonstrated ability to build and scale customer support or commercial initiatives
Experience in designing and implementing segmentation, servicing and automation strategies for SMB customers (ideally including self-serve models)
Track record of owning and delivering KPIs such as churn, retention and reactivation
Strong commercial acumen with a data-driven mindset and confidence in using insight and analytics to guide decisions
Naturally curious, comfortable operating at pace and in ambiguous environments - and someone who brings energy, enthusiasm and tenacity to the journey

Responsibilities

Define, own and execute the global SMB strategy for Deliveroo for Work, focused on reducing churn, driving engagement and retention, and growing revenue - with scalable, automated solutions at the core
Design and deliver a global SMB servicing strategy that provides consistent, high-quality support to thousands of customers across markets - covering sales, account management and automation
Build a robust segmentation model for the SMB portfolio to enable tailored approaches across servicing, product, and marketing strategies
Partner closely with Product and Marketing to deliver a best-in-class experience for SMB customers, ensuring the voice of the customer shapes our roadmap and decision-making
Lead and develop a high-performing SMB team to unlock the segment’s full potential and deliver exceptional customer service
Be relentlessly customer-focused - constantly raising the bar on service standards and bringing external trends and insights into our approach
Develop and maintain best-in-class reporting and data insights for leadership, using data-led recommendations to shape the broader Deliveroo for Work strategy

Skills

SMB Strategy

Churn Reduction

Customer Retention

Revenue Growth

Segmentation Modeling

Sales Strategy

Account Management

Automation

Product Roadmap

Marketing Strategy

B2B Sales

Customer Advocacy

Global Strategy

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

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