Retail Operations Associate - Service Excellence London, England
Job description
At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. Reporting into the Head of Service Policy and Compensation, the Retail Operations Associate is a global role and responsible for developing and scaling our Consumer and Rider Retail policies. This is a hybrid role and will require time in the office.
Core responsibilities
Define and maintain retail category policies for consumers
Define and maintain retail category policies for riders
Analyse and report on retail policy cost (e.g. refunds, credits, operational losses/defects)
Help identify gaps in policy and potential fraud and abuse loopholes
What you'll be doing
Designing retail specific policies to cover a range if non-food categories
Working with commercial, legal and policy teams to improve process such as customer returns and ensure all processes are legally compliant across all markets
Partnering with Trust to identify, analyse and tackle new vectors of abusive and fraudulent behaviors
Recommending partner specific policies to support growth in Deliveroo's retail sector
Partnering with product and tech teams to develop the retail customer experience
Analysing data, identifying trends and escalating where appropriate
Requirements
Required:
Experience in E-commerce/retail background in fraud, compliance, operations, consulting or similar
Work with senior partners and use data to create business cases for change
Communicate with different partners across organisational boundaries, markets and languages
Data driven and accurate with experience in analytics, commercial knowledge of how a marketplace model operates
Experience working with large datasets/visualisation tools
Can identify risks whilst determining and taking relevant actions
Experience managing multiple tasks/projects simultaneously; able to prioritise effectively
Is curious and seeks answers to problems - can articulate problems logically
Desirable:
Experience with Looker or SQL
Why Deliveroo
Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat 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.
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, 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 a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.
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.
