About the role
New Partner Experience Team Lead - Italian Speaker Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Commercial team sits at the centre of Deliveroo’s marketplace—shaping how we serve restaurants, grocers, and new verticals worldwide. From negotiating key partnerships to unlocking new revenue streams and crafting data-led growth strategies, we take on big challenges that move the business forward. If you thrive in fast-paced, commercial environments and want to influence the future of a global brand—this is
the team for you. We’re looking for an New Partner Experience Team Leader to join our Manchester team. In this role, you’ll lead a team of Italian-speaking New Partner Experience agents, guiding them to get new restaurants running on Deliveroo and helping them scale their order volume from day one. What You’ll Be Doing You’ll be joining the SMB (Small & Medium Business) team. Reporting to the EU Head of New Partner Experience, you’ll be responsible for the daily success of our onboarding operations for the Italian market, ensuring our partners are set up for long-term growth. Here’s what your day-to-day might look like: Lead and Coach: Provide daily oversight and coaching for a team of NPX Agents, developing their skills and fostering a high-performance culture. Performance Management: Establish and manage a performance framework to ensure
the team consistently hits agreed goals and KPIs. Process Refinement: Develop and refine onboarding processes to improve efficiency and ensure every restaurant partner has a world-class launch experience. Operational Oversight: Manage team behaviour, attendance, and reporting, delivering clear visibility on results to senior leadership. Cross-Functional Collaboration: Work closely with other Team Leaders to share best practices and ensure our partners are comfortable using our systems to maximise their potential. What You’ll Need to Thrive Essential Leadership Experience: Significant experience (2+ years) in a management role, with a proven ability to lead and motivate a team. Linguistic Proficiency: Native or fluent in both Italian and English (written and spoken). Target-Driven: A "get up and go" attitude with a track record of working effectively to meet and exceed demanding targets. Coaching Skills: Proven ability to develop the skills of others and manage performance effectively through constructive feedback. Commercial Mindset: A strong understanding of customer service or account management dynamics.