Principal Partner Experience Manager

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. We’re a leading global online delivery platform, and our vision is to empower everyday convenience.

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

In your role on the Restaurant Experience (CX) team, you will lead the design and delivery of cross-functional partner experience improvement programmes. We rely on teamwork to deliver solutions that increase partner NPS, reduce churn, and drive growth. Taking a customer-centric approach, you will care for our active partner estate by focusing on partner health scores, perfect store initiatives, and the Voice of Partner. You will own your results and deliver by coordinating programmes across Product, Logistics, CS, and Commercial.

These are some of the key components to the position:

• Own end-to-end delivery of partner experience improvement programmes across 5+ cross-functional teams, aiming high to drive excellence.
• Drive improvement in partner NPS by designing targeted interventions that address root causes like waiting times and cancellation rates.
• Coordinate cross-functional programmes with CS, Logistics, markets, and Commercial to accelerate the platform flywheel.
• Track programme performance and produce monthly reports for Director review and quarterly executive summaries for the COO.
• Identify root causes of partner dissatisfaction through NPS driver analysis, partner feedback programmes, and operational data reviews.

What will you bring to the team?

• Experience in partner experience, programme management, or cross-functional ops, staying committed to achieving goals.
• Proven track record of delivering improvement programmes with measurable impact on NPS, churn, and SLAs.
• Advanced analytical skills for NPS driver analysis and operational data reviews, aiming higher to drive excellence.
• Strong ability to influence senior stakeholders as you develop an understanding of our internal and external partners.
• Excellent communication skills, translating data into actionable recommendations and clear executive reporting.
• A self-starter attitude, ready to act responsibly while making a lasting impact on our partner ecosystem.

At JET, this is how we play

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.

Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belongings

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 colourful selves to work every day.

What else are we delivering?

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 journeys.

Are you ready to join the team? Apply now!

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