Job Title: Merchant Operations Manager
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Location: London, UK
Job Type: Full-time contract, Until 27/02/2026
Summary:
• With this role within the Merchant Operations team, you will have the opportunity to streamline and improve critical operations for Client merchants across the UK. With a direct impact on the efficiency and effectiveness of our merchant processes, you will drive initiatives aimed at optimising merchant experience and operational excellence across the merchant base. This is not a one-person task, though, and to achieve success, you will collaborate with other local and regional operations teams, external vendors and, most importantly, with our commercial teams, who represent the needs and wants of our Merchant Partners.
• We are looking for a well-rounded individual who is experienced in influencing and managing both internal and external stakeholders. You should be able to apply your analytical and commercial skills to real-world problems, and possess a strong bias for operational excellence. If you are looking to grow in a dynamic environment and possess a great combination of commercial and operational acumen, this role is for you.
Responsibilities:
• Manage merchant products and service partnerships (e.g., delivery-only kitchens pilots, financing, rebates, marketing levers) from ideas to scaled playbooks
• Manage strategic partnerships with external providers, overseeing deal support, pipeline follow-ups, and contract finalization
• Find and fix friction in the restaurant experience: order accuracy, on-time preparation, clear communications, refunds, and disputes.
• Lead cross-functional projects with Product, Legal, Marketing, Sales, and Operations to improve our restaurant tools and offerings.
• Build models, dashboards, and experiments to size opportunities, validate solutions, and guide prioritisation.
• Work in a fast-paced environment while ensuring projects continue progressing to completion despite ambiguous conditions and tight deadlines
• Report performance and insights to leadership; codify playbooks that raise the bar for operational excellence.
Required:
• Bachelor or advanced degree in business analytics, business administration, engineering, mathematics, politics, physics, economics, econometrics or equivalent
• 3 to 5 years of relevant experience in strategy, business operations, consulting, project/ program management, category management, and/or investment banking
• Business acumen and sound judgment, with a clear understanding of financial drivers and their impact on outcomes.
• Strong operational and process-oriented mindset essential for understanding and optimising complex processes
• Strong interpersonal skills with the ability to work effectively across multiple teams and stakeholders in a fast-paced, cross-functional environment.
• Excellent verbal and written communication. You can craft a compelling business case and pitch it to senior leaders, confidently telling a data-backed story that helps secure buy-in.
• Data analytics and technical skills:
• Spreadsheet modelling (Excel/ Google Sheets)
• Basic Proficiency in SQL (with willingness to upskill)