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About the Role

Reporting to the Strategy and Operations Director, Acquisition and New Partner Experience, you'll work at the intersection of strategy, operations, and cross-functional partnerships building the playbooks, processes and analytical foundations that support delivering the best new merchant experience across 37 countries in EMEA. As a Senior Strategy and Operations Manager, you will lead a small team of experts who have end-to-end responsibility for defining Deliveroo and Wolt's partner-related policies and processes related to NPX and ensuring that they are being implemented and scaled as intended. You will lead thinking across EMEA on how we can ensure we are delivering a best in class experience for partners whilst also being delivered at the lowest possible cost-to-serve for Deliveroo. You will define the relevant end-to-end processes, work with functions across Deliveroo and Wolt to ensure individual steps are being followed, and lead the “go-to-market” with internal and external stakeholders for all changes and improvements that you make to improve the processes. This role is ideal for someone who is energised by building from the ground up, comfortable operating with ambiguity, and excited to shape how high-priority areas of the business grow.

Responsibilities

Manage a team overseeing partner onboarding (NPX) operations across UKI, EU, MENA and APAC, setting strategy, building team culture, and acting as senior escalation point.
Define and manage the full onboarding journey (post-sale to Day 56), ensure processes are documented and consistent across markets, and own key KPIs like activation rates, churn, and menu quality.
Use data to identify performance gaps, build enablement roadmaps with cross-functional partners, and make the business case for investment in tools and process changes.
Project-manage process changes from design to adoption, working with Content, L&D and Incentives teams to ensure smooth rollout across frontline teams.
Partner with Sales, Partner Support, Product and Engineering to improve handovers, escalations, and tooling, acting as a trusted advisor to senior stakeholders.

Requirements

Proven experience building and developing teams, including hiring, coaching people managers, and enabling good decision-making across your team.
Ability to set a multi-year vision, balance short-term delivery with long-term scalability, and translate data into commercial recommendations with clear business cases.
Strong skills in mapping processes, spotting inefficiencies, and applying best practice in onboarding, CRM or partner experience.
Track record of leading change across multiple teams, resolving complex cross-functional challenges, and driving adoption of new ways of working.
Confident, adaptable communicator who can build trust with senior stakeholders and resolve conflict across teams; comfortable with ambiguity in a fast-paced environment.
7+ years in operations, strategy, commercial management or platform/marketplace businesses
Experience leading teams of managers
Track record of measurable performance improvement
Multi-market/global experience and familiarity with Salesforce/CRM or partner onboarding are a plus

Skills

People Leadership
Strategic Thinking
Commercial Acumen
Process Design
Operational Excellence
Change Management
Delivery
Communication
Influence

Location

London
Manchester
United Kingdom

Work Type

Full-time

Experience Level

Senior Manager
7+ years

Benefits

Healthcare
Well-being
Parental leave
Pensions
Generous annual leave allowances
Time off to support a charitable cause

About the Company

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.

Equal Opportunity

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.