Salesforce Enablement Manager

at  Deliveroo

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, 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, seeking 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.

THE ROLE

As the Enablement Manager for Europe and UK, your role will be pivotal in ensuring that our operational teams are fully equipped and proficient in executing their roles with excellence. Collaborating across various functional areas, you will ensure that our contact centre agents have access to the essential tools required to deliver exceptional service to our restaurant partners, spanning sales, service, and account management. Your responsibilities will encompass overseeing the implementation, management, and optimisation of tools and resources, all aimed at empowering employees to perform their roles effectively and efficiently within SMB. Your primary focus will be on providing the necessary tools, technologies, and resources to bolster the productivity and effectiveness of the workforce.

WHAT YOU’LL BE DOING

• Support and problem solving: Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives
• Data Analysis & Reporting: Assessing ongoing utilisation and effectiveness of existing tools & identifying areas of improvement including but not limited to Salesforce, HVS and dialler telephony systems. Providing insights to leadership on the impact of these tools on employee productivity and business outcomes
• Tooling optimisation: Supporting deliver the operational strategy for the Sales centre, ensuring all existing and new tools are maintained and implemented with clear project plan including post live adherence tracking
• Digital Partner Communication: Owning HVS communication, ensuring all written communications to partners is of the highest quality and reviewed in a timely manner to address any changes that are required as the business evolves
• Knowledge Management: Owning and delivering the knowledge hub, creating and maintaining relevant documentation that enables consistency across the operation with a best in class hub that houses all SMB process and policies
• Collaboration and Communication: Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in having best in class conversations
• Cross-functional Collaboration: Collaborating with all SMB teams and broader central teams to ensure the effective delivery of tools and enablement initiatives, identifying opportunities, and mitigating risks
• Training and Enablement: Developing and delivering training programs to ensure that employees are proficient in using the tools and technologies provided. Creating enablement resources, such as documentation, guides, and tutorials, to support employees in utilising the tools effectively
• Process Improvement: Collaborating with different teams to understand their workflow and processes, and identifying opportunities to streamline and optimise these processes through the use of appropriate tools and resources
• Change Management: Facilitating the adoption of new tools and technologies within the organisation, ensuring that employees are adequately prepared for changes and that the transition is smooth and successful
• Project Management - Leading tooling and enablement initiatives by gathering requirements, creating approval documents, building project plans, progress tracking, and delivery

At Deliveroo we want to ensure our candidates get to meet a number of people from the business and in turn be assessed fairly if they are a good fit for the role, we operate a loop process where candidates will have 4 parts to the process meeting a variety of key stakeholders for the role they have applied for. All candidates will be required to complete the 4 part Loop process, detailed below:

• Stage 1 - Screening interview
• Stage 2 - Presentation
• Stage 3 - Interview
• Stage 4 - Intervie