Address
SalaryLocation: Amsterdam or London - Hybrid
Closing Date: 02/02/24
Hungry for a challenge?
That’s good, because at Just Eat Takeaway.com (JET) we have abundant opportunity or as we say, everything is on the table. We are a leading global online food delivery marketplace. Our tech ecosystem connects millions of active customers with hundreds of thousands of connected partners in countries across the globe.
Our mission? To empower every food moment around the world, whether it’s through Customer Service, coding or couriers.
All about the role
The Senior Manager, Global Customer Service Office is a new role in the team but will perform a critical role in delivering the improvements we want to make in our global CS operation. You will report directly into the current EVP of Customer Services, and sit on his leadership team. You will work primarily with him but occasionally support other CS leaders on priority initiatives.
The EVP of CS has a broad remit including day-to-day operations, budget planning, policy and process, fraud prevention, AI and data strategy and much more. The Senior Manager, Global Customer Service Office will have equally broad exposure. As EVP is an Exco position, you will also support the EVP on non-CS initiatives related to his role on JET’s leadership team. As a primary representative of the EVP CS, you will assist and engage with key stakeholders in creating the global CS strategy and roadmap; enable decision-making; support program management; and initiative implementation.
These are some of the key ingredients to the role:
Representing the EVP in key steer-cos and other meetings. Ensuring the needs of Customer Services are championed appropriately. This will require you to have a good understanding of all areas of CS & Fraud prevention.
Liaison between Customer Services and other departments to ensure complex x-functional initiatives are delivered with the quality and pace required
Leading ad hoc new projects that cross functions or don’t sit naturally in any one team
Assisting EVP with presentations and critical reports. Being across our CS data and KPIs is particularly important.
Owning the strategic & budget planning process - ensuring all stakeholders are working well together to deliver accurate and timely budget proposals
Business case development, working with financial, BI and operational leads to produce robust and data based forecasts to assist resource allocation
What will you bring to the table?
Current experience in a similar position (i.e Business Manager, Chief of Staff) or looking to move into a more hands-on role from your current strategic or consultancy job
Experience in or with Customer Services would be useful but not essential
A good balance of emotional and analytical intelligence. We seek an individual capable of winning debates and guiding projects through a balanced utilisation of both analytical and creative thinking.
Very strong commercial acumen with proven ability on analytics tools
Clear and concise communicator, both verbally and written
Commitment to high quality work, attention to detail, asking self and others to deliver the best possible outcomes for our stakeholders
Comfortable working in a complex, global business with a matrix management structure. Regular European and Northern American travel will be required.
At JET, this is on the menu:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.
Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.
Inclusion, Diversity & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colorful selves to work every day.
What else is cooking?
Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.
Are you ready to take your seat? Apply now!
