Retail Area Manager

About Deliveroo ODG

Deliveroo is revolutionizing the way people shop and eat, aiming to be the go-to platform for all food and grocery needs. Despite a competitive market, Deliveroo has achieved significant growth, particularly in its HOP, Grocery, Editions, Signature, and Plus businesses. The company continuously innovates and invests in new products and teams to achieve its mission. Deliveroo ODG is a crucial component of Deliveroo's rapid grocery delivery service, focused on delivering groceries within 15 minutes. By partnering with trusted grocers, ODG ensures customers receive high-quality products quickly and accurately. The ODG team is establishing partnerships with key grocery retailers across the UAE, launching both picker and non-picker sites. Picker sites utilize trained experts to efficiently manage operations and fulfill orders. Deliveroo ODG seeks driven individuals with an entrepreneurial spirit to join its dynamic team during an exciting growth phase.

The Role

The Area Manager will lead remote Live Operations (Live Ops) support for third-party ODC partners and oversee the performance and expansion of the Retail category, which includes non-food and pharmacy partners. The primary focus is on enhancing operational execution by reducing rejections and cancellations (CxL) across all retail partners. This role involves managing a dedicated Live Ops and Retail team, cultivating strong relationships with the Commercial Retail team, and spearheading strategic projects and initiatives, such as seasonal campaigns like Valentine's Day activations.

Key Responsibilities

• Develop and implement systems to boost performance across ODC operations.
• Lead and manage the Live Operations and Retail team, providing remote operational support to third-party ODC/ODG partners and driving performance enhancements in the retail sector.
• Take ownership of customer experience across retail partners by establishing, monitoring, and refining operational workflows, standard operating procedures (SOPs), and escalation protocols.
• Maintain and foster strategic alignment with the Commercial Retail Team, translating commercial objectives into operational priorities and driving collaborative initiatives for third-party (3P) operations.
• Spearhead and execute strategic projects and initiatives within the retail domain, including seasonal events like Valentine's Day, ensuring operational readiness, successful implementation, and post-event analysis.
• Design and scale operational frameworks and SOPs for Live Ops and Retail, emphasizing service quality, efficiency, and customer satisfaction metrics.
• Conduct root cause analysis and manage incidents related to SLA breaches, rejections, and operational failures, ensuring prompt corrective actions and sustainable long-term solutions.
• Ensure third-party partners adhere to all service level agreements (SLAs), key performance indicators (KPIs), and contractual compliance requirements.
• Collaborate with Tech, Product, and Partner teams to optimize order flows, conversion rates, product availability, and accuracy for retail categories.
• Manage the onboarding and integration processes for vendors, including stock file synchronization, technical integrations, and alignment of partner systems.
• Implement dashboards and analytical tools to track key performance drivers such as order accuracy, product availability, rejections (CxL), and overall team productivity.
• Facilitate regional knowledge sharing and the dissemination of best practices across various markets.
• Design and scale operational workflows, SOPs, picker performance frameworks, escalation procedures, and incentive/coaching models.

Core Competencies

• Expertise in Live Operations and Remote Retail Operations Leadership.
• Proficiency in CxL and Rejection Management.
• Skilled in Team Leadership and Development.
• Adept at Process Design and Scaling.
• Experience in Strategic Project Management, including seasonal activations.
• Strong Commercial Relationship Management abilities.
• Proficient in KPI Analytics, Dashboarding, and Root Cause Analysis.
• Experience in Third-Party (3P) Vendor Management and Compliance.

Requirements

• Demonstrated strong leadership and team management capabilities.
• Excellent analytical skills with a data-driven approach.
• Previous management experience in the Grocery or Retail sector.
• A hands-on, proactive work ethic.
• Experience in operations management within a high-paced environment.
• Effective communication skills, with fluency in both written and spoken English.
• Proven ability to manage multiple sites and large teams concurrently.
• Exceptional organizational and problem-solving skills.
• Capacity for data-driven decision-making.
• Ability to inspire and develop a high-performing team.
• Capability to develop and execute 12-month strategic plans, delegating effectively.
• Solid understanding of grocery retail operations and inventory management principles.
• Thorough knowledge of health and safety regulations.
• Experience in performance management and setting KPIs.

Workplace & Diversity

Deliveroo values its employees and prioritizes their well-being, offering a comprehensive suite of competitive benefits covering health, family, finance, community, convenience, professional growth, and relocation assistance. The company fosters an inclusive environment that reflects the diversity of the world, valuing individuals regardless of gender, race, sexuality, religion, or any other personal characteristic. A passion for food and a drive to contribute to one of the fastest-growing startups in an exciting industry are essential.