Commercial Excellence - Team Leader

Commercial Excellence Team Leader

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Commercial team sits at the centre of Deliveroo’s marketplace—shaping how we serve restaurants, grocers, and new verticals worldwide. From negotiating key partnerships to unlocking new revenue streams and crafting data-led growth strategies, we take on big challenges that move the business forward. If you thrive in fast-paced, commercial environments and want to influence the future of a global brand—this is the team for you.

We’re looking for a Commercial Excellence Team Leader to join our SMB (Small Medium Business) team. In this role, you’ll help us transition our existing quality function into a scaled, insight-led operation that uses AI to drive commercial performance across thousands of independent partners in Europe.

Get to know our Commercial team — what drives us, how we work, and what you can expect.

What You’ll Be Doing

You’ll be joining the SMB Ops Support team, reporting to the Head of Ops Support. You will lead the shift from reactive Quality Assurance to proactive Commercial Excellence, ensuring our Manchester-based hub and third-party providers deliver world-class merchant experiences and measurable commercial growth.

Here’s what your day-to-day might look like:

• Lead the QA Evolution: Transform the existing function into a "Commercial Excellence" operation, shifting the focus from basic compliance to strategic commercial effectiveness.

• Manage & Mentor: Directly line manage a high-performing team, including 3x Commercial Excellence Executives and 1x Data Analyst.

• AI & Tech Integration: Scale quality monitoring and insight generation by embedding AI technology, specifically leveraging Interaction Analytics and LLM functionality.

• Drive Commercial Impact: Translate data insights into actionable coaching and L&D interventions that improve agent capability and merchant KPIs.

• Own the Strategy: Act as the primary stakeholder for Commercial Excellence across the wider business, ensuring alignment on priorities and demonstrating ROI to senior leadership.

• Governance & Methodologies: Maintain the credibility of commercial data and scoring methodologies in collaboration with WFM and Tooling managers.

• Continuous Improvement: Refine the team’s "Ways of Working" and prioritisation frameworks to maximise efficiency and value delivery.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Tech-Forward Experience: Proven experience working with Speech Analytics or Large Language Model (LLM) functionality to drive business insights.

• Leadership Capability: Significant experience managing small to medium-sized teams within a fast-paced environment.

• Analytical Background: Strong experience in an analytical role, with the ability to maintain complex data sets and derive clear commercial narratives.

• Contact Centre Expertise: A deep understanding of Contact Centre environments and the levers that drive performance and merchant satisfaction.

• L&D Knowledge: Familiarity with Learning & Development practices and platforms used to support end-user competency and growth.

• Effective Communication: Fluency in English with the ability to influence and gain buy-in from Senior Leadership (SLT).

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving.

We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

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