We are looking for Retention Account Managers - Belgium Market to join our SMB (Small & Medium Business) team in Manchester City Centre (Hybrid role - 3 days a week in office). In this role, you aren't just hitting targets—you are fundamental to protect our partnerships, ensuring Deliveroo remains the definitive food partner of choice for thousands of businesses.
Why Your Role Matters
At Deliveroo, we value every partnership we have. You will be the "voice of the customer" within our business. Your mission is to engage with restaurant partners who may be considering leaving, understand their challenges, and provide solutions that add genuine value to their business.
What You'll Do
* Relationship Recovery: Proactively reach out to partners via phone and email to resolve issues and prevent churn.
* Consultative Saving: Use your commercial mindset to negotiate and demonstrate the long-term ROI of the Deliveroo platform.
* Feedback Loop: Collaborate with Regional Sales and Product teams to share why partners leave, helping us improve the service for everyone.
* Performance Tracking: Work toward monthly retention targets.
* Problem Solving: Navigate complex situations with empathy, keeping the customer's best interests at heart.
The Perks & Career Growth
* Salary & Rewards: A base salary of £27,700 plus a bonus structure of up to £6000 yearly based on your successful retention rates.
* Hybrid Freedom: Start with office-based training to learn from the best, then transition to a hybrid working model post-probation.
* Professional Development: Deliveroo is committed to your growth. We offer structured training days and a clear path into Senior Account Management or Customer Success roles.
* The "Foodie" Culture: Enjoy an open-plan office, "Buzz Days," quarterly off-sites, and-of course-unlimited free delivery via Deliveroo Plus and plenty of free food in the office.
Requirements
* You speak fluently or natively in both English and French.
* The Right Mindset: A background in customer service, sales, or account management where you've had to handle difficult conversations.
* Communication: Exceptional listening skills and the ability to stay calm under pressure.
* Resilience: The confidence to handle objections and find "win-win" solutions.
* Commercial Experience: Ideally at least one year in a professional, phone-based environment.
* Tech Savvy: Ability to manage a CRM and use Google tools effectively.
Life at Deliveroo Manchester
Manchester is the heartbeat of our SMB operations. You'll join a supportive, rigorous, and friendly culture where trust is the foundation. We don't just want you to do a job; we want you to bring your authentic self to work every day. Whether you're a data geek, a food fanatic, or a negotiation pro, there's a seat at our table for you.
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