Director of Consumer Experience & Restaurant Growth
Job ID: R20857
Commercial
London - The River Building HQ
Permanent
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About the role
We’re hiring a Director of Consumer Experience & Restaurant Growth to lead platform-wide improvements in how we convert, retain and grow customers through a best-in-class consumer experience.
This role is accountable for driving order rate, basket size (subtotal/AOV), engagement and retention through our Consumer App surfaces and experiences. You’ll partner closely with Consumer Product, Local GMs, and Marketing to turn platform real estate and moments into measurable commercial outcomes.
The role reports in to our VP Consumer & New Verticals, based at London HQ with hybrid working options.
What you'll be responsible for
Audience definition & segmentation – owning our customer segmentation strategy, translating data and insight into clear, actionable customer models (e.g. behavioural segments, needs-based tribes, lifecycle frameworks) that shape targeting, prioritisation, and investment decisions.
Customer outcomes – being the evangelist for Consumer outcomes through the funnel, holding Care/Trust/Rider and Merchant accountable for continually improving consumer outcomes to drive better retention and frequency. Identifying the highest-impact opportunities and co-ordinating execution across functions to deliver impact.
Restaurant growth strategy – own and execute the growth roadmap, developing new customer missions and scaling high-performing dining moments.
Consumer experience and ranking – partnering with Consumer product to ensure merchandising orchestration maximises near term growth while also delivering on longer term strategic objectives. Drive retention and frequency through better use of app surfaces.
Occasions & merchandising – owning the cross‑vertical seasonal growth calendar in partnership with Marketing, Advertising and Commercial (e.g. Valentine’s Day, Ramadan, Christmas). Leading the execution of bundled offers, curated carousels and theme missions that deliver measurable impact in order volume and AOV. Ensuring programs like Deliveroo Plus are integrated into broader growth moments.
Double Order & habit‑led programs – own the global strategy and rollout of Double Order, including target cohorts, UI placement, fee structure and success metrics. Coordinate cross‑functional delivery with Product, Engineering and Ops.
You'll be measured on:
* Order Frequency
* Subtotal / AOV
* Retention
* Conversion rate from homepage and other surfaces
* Engagement with seasonal campaigns and Double Order attach rate
Requirements
* Demonstrable in product marketing, consumer strategy, or growth in a marketplace or ecommerce business
* Deep understanding of consumer decision‑making, behavioural nudges, and merchandising principles
* Comfortable working with Product and Data teams to drive experiments and scale high‑impact experiences
* Experience partnering with Commercial, CRM and local markets to deliver coordinated campaigns
* Strategic thinker with a bias for execution, able to go from insight to impact across multiple surfaces
* Nice to have: experience in food delivery, loyalty programmes, or personalisation‑led growth
Why Deliveroo
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy 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.
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.
A competitive and comprehensive compensation and benefits package
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location
* Depending on role and location, some employees may be eligible for an annual cash bonus, sign‑on bonus or relocation support
* Up to 5% matched pension contributions
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success
Food
* Free Deliveroo Plus: free delivery and access to special offers
* Team lunches from the best local restaurants
Time away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
* One day of paid leave per year to volunteer with a registered charity
5
* Funded single cover healthcare under our core plan, with the option to add family members at own cost
* On‑site gym (HQ), discounted external gym membership
* Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
* Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
* Life assurance
Work Life
* Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
* Excellent kit to enable working from home and a parent‑friendly working culture
* Access to free mortgage advice
* Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high‑quality training and content
* Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in‑office yoga sessions
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