Why Deliveroo?

We are transforming the way the world eats and shops by making access more convenient and enjoyable. We connect consumers, restaurants, grocery stores, and riders. We empower everyone to get what they want, how they want it, when they want it, and where they want it.

We are a technology-driven company at the forefront of one of the fastest-growing industries in the world. We move fast, value autonomy, and are always looking for new ideas and talented people to join us.

About the role

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. In this role, you’ll be finding solutions to some of our biggest challenges to deliver a seamless hyperlocal customer experience in the French market, thus directly contributing to one of the key pillars of Deliveroo’s strategy.

We are looking for a critical thinker and future leader who is able to monitor service at the city and zone level (investigating trends, tracking vs plan), and structure and lead cross-functional initiatives to reduce bad customer outcomes (eg. late orders, missing items, orders not received…etc). You will be instrumental in identifying service-level improvement opportunities and driving change within the company by collaborating with senior stakeholders across the organisation.

What you’ll be doing

You will be working in a dynamic team with cross-functional exposure and will report to the Head of Regional Operations. Key responsibilities include:

1. Deliver impactful business initiatives: Own service performance for a defined geography and drive high-impact initiatives across restaurants, riders and customers. Use strong analytical skills to identify gaps, quantify impact and define clear action plans. Partner effectively with cross-functional stakeholders and demonstrate a strong bias for action to deliver measurable business results.

2. Service & Quality Performance: Monitor and improve service quality at city and zone level. Identify root causes of poor customer outcomes, implement corrective actions and report performance and progress to senior management.

Qualities we’re looking for

1. Analytical and impact-oriented mindset: “doer” attitude with appetite to solve real-world problems and seeking for short term impact (through e.g. test and learn approach) by leveraging data.

2. Good communicator with strong stakeholder management skills: become a subject matter expert and trusted advisor through exceptional communication and stakeholder management skills. Ability to write synthetic documents and influence a senior audience.

3. Insightful, proactive and engaged: capable of both getting “the big picture” (understanding inter dependencies and implications of topics with other parts of the business) and deep diving in detailed dynamics at play behind a trend/an anecdote. Proactively collaborates with colleagues across functions and taps into stakeholders’ business knowledge to understand trends, and spot and deliver opportunities for customer experience improvement.

Profile

• Previous experience in a high-paced and project-based organisation is a plus, for example at a tech startup or in management consultancy.

• Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects simultaneously.

• Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL is a plus.

• Track record in autonomously structuring, coordinating and executing projects.

• Strong stakeholder management skills and thrives in a collaborative environment.

• Excellent (oral / written) communication in both English and French.

Work Environment & Benefits

At Deliveroo, we know that our employees are at the heart of the business, and we place great importance on their well-being. Benefits vary by country, but we offer a hybrid working model, along with a wide range of benefits in areas such as health, well-being, parental leave, retirement plans, and paid leave to support a charity of your choice. Benefits are country-specific. For more information, please speak to the recruiter responsible for this role.

Diversity

We believe that a great workplace is one that reflects the diversity of the world we live in. We make no judgments about what makes you who you are — whether that’s your gender, race, sexual orientation, religion, or even a secret dislike of coriander!

Deliveroo France achieved a score of 98/100 on the 2024 Gender Equality Index, demonstrating our strong commitment to diversity and equal opportunities. What you really need to join us is the desire to be part of one of the fastest-growing companies in an exciting industry: foodtech.

All roles are open, at equal qualifications, to candidates with disabilities or equivalent status as defined under Article L5212-13 of the French Labour Code. Deliveroo is committed to diversity, professional equality, and the employment of people with disabilities.