Head of SMB - Deliveroo for Work

The Team

Deliveroo for Work are on a mission to help businesses create satisfied and engaged teams by delivering great food for their working days. From team lunches to late-night meals to office events and even pantry supplies - Deliveroo for Work has every business food need covered.

Deliveroo for Work is Deliveroo’s B2B arm, offering simple and flexible food-spending solutions to corporate clients across seven global markets. We’re a fast-growing scale-up within Deliveroo and have achieved double-digit growth over the past two years by accelerating product, commercial and marketing initiatives. The SMB segment plays a critical role in our 2026 strategy - and as the Global Head of SMB, you will be at the centre of this ambition.

We’re looking for a strategic, customer-obsessed leader who thrives on creating scalable commercial and product strategies, setting high global standards, and advocating for SMB customers across markets. You think like an owner, move fast, and turn insights into action. You will sit within the UKI team (with a global remit), reporting to the Director of Deliveroo for Work UKI, and follow our hybrid working model (three days per week from either our Manchester or London office).

What you’ll be doing

• Define, own and execute the global SMB strategy for Deliveroo for Work, focused on reducing churn, driving engagement and retention, and growing revenue - with scalable, automated solutions at the core.

• Design and deliver a global SMB servicing strategy that provides consistent, high-quality support to thousands of customers across markets - covering sales, account management and automation.

• Build a robust segmentation model for the SMB portfolio to enable tailored approaches across servicing, product, and marketing strategies.

• Partner closely with Product and Marketing to deliver a best-in-class experience for SMB customers, ensuring the voice of the customer shapes our roadmap and decision-making.

• Lead and develop a high-performing SMB team to unlock the segment’s full potential and deliver exceptional customer service.

• Be relentlessly customer-focused - constantly raising the bar on service standards and bringing external trends and insights into our approach.

• Develop and maintain best-in-class reporting and data insights for leadership, using data-led recommendations to shape the broader Deliveroo for Work strategy.

Requirements

• Proven experience leading customer success, customer service, or SMB teams, ideally within a fast-paced B2B environment

• A natural leader with a strong track record of delivering results through others - able to inspire, coach and develop high-performing teams.

• Demonstrated ability to build and scale customer support or commercial initiatives.

• Experience in designing and implementing segmentation, servicing and automation strategies for SMB customers (ideally including self-serve models).

• Track record of owning and delivering KPIs such as churn, retention and reactivation.

• Strong commercial acumen with a data-driven mindset and confidence in using insight and analytics to guide decisions.

• Naturally curious, comfortable operating at pace and in ambiguous environments - and someone who brings energy, enthusiasm and tenacity to the journey.

About 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, as they want it, 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, looking 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.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.