Commercial Excellence Team Leader

DELIVEROO; Manchester; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading delivery service company in Manchester is seeking a Commercial Excellence Team Leader to transform the QA function into a scalable operation. You will lead a small team and take charge of the Commercial Excellence strategy to enhance SMB Hub performance. The ideal candidate should have experience in speech analytics, team management, and a strong analytical background. The role offers a competitive benefits package and a focus on employee welfare in a diverse environment.

Benefits

Competitive salary

Up to 5% matched pension contributions

Free Deliveroo Plus

25 days annual leave plus bank holidays

Access to wellbeing apps

Work from home support

Qualifications

• Experience working with Speech Analytics or LLM functionality.
• Experience managing a small/medium-sized team.
• Can speak fluent English.

Responsibilities

• Lead the transition from QA to Commercial Excellence.
• Own and deliver on the Commercial Excellence strategy.
• Lead and manage a team of 4 members.
• Scale quality and insight generation using AI technology.
• Communicate impact and ROI of initiatives with senior leadership.

Skills

Fluent English

Experience with Speech Analytics

Analytical role experience

Contact Centre environments

Team management experience

Experience with L&D practices

Job description

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The Team

The Small Medium Business (SMB) team are responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in several markets across Europe, ensuring that they continue to grow and operate well. The SMB team spans the full life-cycle of partner interactions from initial acquisition, onboarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.

The Role

The Commercial Excellence (CE) Team Leader is accountable for transforming the existing QA function into a scaled, insight-led Commercial Excellence operation that directly improves SMB Hub commercial performance. The role leads the CE team, owns the CE strategy, and delivers measurable impact against the 2026 SMB Ops objective by embedding AI‑enabled insight generation, improving agent capability, and driving operational scalability. Working in close partnership with the Head of Ops Support, this role ensures Commercial Excellence becomes a strategic enabler of SMB performance—shifting the organisation from reactive quality assurance to proactive commercial effectiveness.

What you will do

Lead the transition from QA → Commercial Excellence

Own and deliver on the Commercial Excellence strategy including acting as the main stakeholder between Commercial Excellence and the rest of the SMB/ wider business, ensuring regular alignment and buy‑in on priorities

Lead and directly line manage a team of 3x Commercial Excellence Executives and 1x Data Analyst

Scale quality and insight generation using AI technology (Specifically Interaction Analytics and Large Language Model functionality)

Ensure insights translate into actionable coaching, L&D interventions, and commercial outcomes

Enable faster speed to competency, stronger merchant experience, and improved commercial KPIs

Continuously improve the prioritisation framework (Ways of Working) of the Commercial Excellence team

Own the Commercial Excellence operating plan, governance and contribution to senior leadership forums

Maintain the quality, credibility and impact of Commercial data and scoring methodologies in conjunction with the WFM and Tooling manager

Track and communicate the commercial impact and ROI of Commercial Excellence initiatives with SLT

Continuously evolve the Commercial Excellence team’s ways of working to maximise focus, efficiency and value delivery

Desired experiences and skills

Experience working with Speech Analytics or LLM functionality

Experience working in an analytical role

Experience working within Contact Centre environments

Experience managing a small/ medium‑sized team

Can speak fluent English

Experience with L&D practices and platforms, including tools to support end‑users

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is the desire to be part of one of the fastest growing startups in an exciting space.

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign‑on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On‑site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

Maternity, paternity and maternity and shared parental leave, eligible from day one of employment

Excellent kit to enable working from home and a parent‑friendly working culture

Access to free mortgage advice

Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel

Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high‑quality training and content

Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in‑office yoga sessions