New Partner Experience Lead - UAE

Responsibilities

• Lead the New Partner Experience (NPX) team for UAE covering Restaurants, Grocers and Retailers.
• Support NPX Associates with day-to-day tasks, coaching and regular 1:1s.
• Monitor and improve team efficiency: journey volumes, call durations, follow-ups and SLA adherence.
• Manage partner escalations and directly interact with partners when required.
• Maintain accurate documentation and use internal tools (Salesforce, Admin, Restaurant Hub, Google Sheets) to drive efficiencies.
• Track, analyse and report NPX results, trends and KPIs to SMB Lead in a timely manner.
• Implement and refine NPX processes and best practices; act on ad-hoc tasks from management.
• Ensure clear, professional communication with partners and internal stakeholders.

Requirements

• BSc/BA in business or related field
• 2+ years experience in commercial/account support
• Experience with relationship management
• Excellent communication skills
• Strong analytical skills
• Problem solving ability
• Organised and detail oriented
• Comfortable under pressure
• Proficient with Salesforce
• Proficient with Google Sheets

Preferred Qualifications

• Prior team management or lead experience
• Experience in partner operations or partner success roles
• Familiarity with restaurant/retail partner workflows
• Experience creating KPI reporting and operational dashboards
• Comfortable designing and implementing new processes

Benefits

• Competitive UAE country-specific benefits package
• Health and medical insurance coverage
• Generous annual and paid leave allowances
• Parental leave and wellbeing support
• Time off for charitable causes (where applicable)
• Hybrid working arrangement (office in Dubai)

About the Company

Deliveroo is a technology-led food and grocery logistics company focused on connecting consumers, restaurants, shops and riders to make access to food and products more convenient. We move fast, value autonomy and ownership, and are building products and local teams across markets including the UAE to transform how people shop and eat.