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Customer Compensation Strategy Manager



Customer Service, Operations
London, UK
Posted on Thursday, June 6, 2024


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, 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.

This role is Hybrid and will be based out of our HQ office near London Bridge and your home.

Core responsibilities

  1. Define and maintain consumer-facing policies that impact compensation costs, including for Deliveroo’s newly launched Retail (Shopping) vertical
  2. Identification of compensation policy opportunities and development of new policies, working with a number of different stakeholders across Deliveroo’s core functions
  3. Analyse, report and identify trends in compensation and refunds cost (e.g. refunds, credits, operational losses/defects)
  4. Project manage policy workstreams, with effective stakeholder management and communication

What you’ll be doing

Reporting into the head of Policy & Compensation, you will:

  • Designing consumer policies to meet company objectives and support new initiatives, initially focussing on policies that support Deliveroo’s Retail (non-food) offerings
  • Reviewing policies to optimise for cost or customer experience
  • Working with commercial, legal and policy teams to ensure policies are compliant across all markets
  • Recommending partner specific policies to drive the right level of accountability and cost attribution
  • Partnering with Trust teams to identify, analyse and tackle new vectors of abusive and fraudulent behaviours
  • Partnering with Product and Tech teams to develop the customer experience
  • Analysing data, identifying trends, creating hypothesis and escalating where appropriate
  • Undertaking project management and governance of new policy roll-outs


  • Experience in fraud, compliance, operations, finance, consulting or similar
  • Data driven and detail oriented with excellent analytical skills, commercial acumen and understanding of how a marketplace model operates
  • Experience in financial analysis and ability to tie the strategy to financial outcomes
  • Capable of building and maintaining strong effective relationships with a wide range of stakeholders across organisational boundaries, markets and languages
  • Able to communicate with and influence a range of stakeholders
  • Experience working with large data sets/visualisation tools, particularly on Google Sheets / Excel
  • Able to identify risks, make appropriate decisions and take relevant timely actions
  • Happy working in a fast-paced environment and adapt to changes quickly
  • Proven experience in managing multiple tasks/projects simultaneously; able to prioritise effectively
  • Is curious and intellectually honest - can articulate problems logically


  • Experience with Looker and/or SQL is a strong plus
  • Project management experience

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth 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 a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

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