Commercial Excellence - Team Leader
DeliverooJobsCloseBy Editorial Insights
Deliveroo is hiring a Commercial Excellence Team Leader in Manchester to transform QA into an insight driven operation that boosts SMB performance through analytics and coaching. You will lead a small CE team and a Data Analyst, own the CE strategy, and link commercial priorities with SMB, delivering ROI focused governance. Expect to scale interaction analytics and LLM capabilities, translate insights into coaching and L&D, and improve key KPIs. Candidates with speech analytics or LLM experience, a background in analytics and contact centres, and proven leadership will fit; tailor your application to quantify impact, show stakeholder influence, and demonstrate you can convert data into commercial value for Deliveroo’s diverse team.
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.