Commercial Excellence - Team Leader

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.