New Partner Experience Team Lead - French Market

📋 Description

• • Lead and manage a team of New Partner Experience Agents focused on onboarding new restaurants onto the Deliveroo platform in France
• • Provide daily coaching and development to team members to enhance their skills in customer engagement, platform navigation, and restaurant support
• • Monitor and ensure team adherence to behavioral standards, attendance policies, and performance expectations
• • Track and report on team performance metrics, identifying trends and implementing action plans to improve outcomes
• • Collaborate with other Team Leads to align on best practices, process improvements, and shared goals across the SMB team
• • Develop and refine onboarding processes to ensure new restaurant partners are set up for long-term success and increased order volume within the first 8 weeks
• • Establish and maintain a performance management framework to hold the team accountable for hitting agreed-upon targets
• • Ensure restaurant partners are fully comfortable using Deliveroo’s systems and tools to maximize their visibility and sales potential
• • Work closely with cross-functional teams to escalate and resolve operational issues impacting new restaurant onboarding
• • Maintain accurate records of team activities, restaurant feedback, and process inefficiencies to inform continuous improvement
• • Operate within a hybrid work model, spending three days per week in the Manchester office and two days remotely
• • Work standard business hours Monday to Friday, 9:00 AM to 5:30 PM, aligned with French market operational needs
• • Support the broader SMB team objectives by contributing to strategic initiatives aimed at scaling restaurant acquisition and retention in the French market
• • Act as a key liaison between frontline agents and leadership, translating team insights into actionable operational improvements
• • Foster a culture of accountability, collaboration, and continuous learning within the team
• • Ensure all team activities comply with company policies and local regulatory expectations in France
• • Represent Deliveroo’s commitment to diversity and inclusion by promoting an equitable and respectful team environment
• • Stay informed about market trends in the French food delivery sector to better support restaurant partners’ evolving needs