About the role
from listingAbout the role
This is a new role, creating a new capability for Uber Eats in EMEA.
A single investment vehicle owns a portfolio of QSR and Casual Dining brands operating across multiple EMEA markets. Today, Uber's relationship with that portfolio is managed market by market. This role changes that: it establishes a single, EMEA-wide operational capability that sits above the individual markets and owns the portfolio end to end.
As the Customer Success Manager for EMEA Enterprise Accounts (analytics), you will be a thought leader to bridge the interests of the fund, their brands, and Uber Eats. You'll map to their Analysts and Strategists, be an expert in their trading performance across brands and markets, turn Uber's data into decision-grade insight that helps these brands drive trading decisions, plan market entry and next store location and even which new brands to acquire.
You will work alongside a Customer Success Manager (strategy) who will own strategic direction, internal coordination and external presentation, and will closely partner with them as a thought leader. This role doesn’t just demand strong analytical skills but business acumen and good judgement to know what questions are worth asking, and to relate the insight into action.
This is a build role. You will be designing the playbook as you run it, working in close partnership with Account Managers in each market and with the EMEA Enterprise Director.
What the Candidate Will Do
Communication Work directly with the Fund and Brands, presenting data and insights, able to adjust communication style between commercial and analytical stakeholders
Present complicated information clearly and succinctly to drive impactful action
Reporting Design and run a standardised EMEA-level QBR for the portfolio.
Build consistent, comparable reporting by brand and by market, giving HQ a single view of performance across the portfolio.
Own cross-market prospect pipeline management, giving HQ and local teams a shared and accurate view of what's live, what's landing and what's next.
Insights Source data across EMEA markets and turn it into clear and actionable insight
Ask questions others haven’t thought of - look around corners and innovate for all parties
Set the analytical agenda for the account and direct the work of a dedicated analyst. Become an extension of the Partner’s strategy team, answering questions such as which market to enter next, where to open the next store, which Customer Segment to target and how to optimise menu pricing strategy
Interpret complex datasets, draw conclusions and convert them into clear, defensible recommendations that HQ and local teams can act on.
Present those recommendations credibly to brand C-Suite and to investment-fund finance professionals.
Coordination Support information gathering and coordination across account teams throughout EMEA markets
Hearts and minds Win merchant sentiment through elevated, consistent service. Be the partner's advocate inside Uber and Uber's advocate inside the partner.
EMEA deals Build the commercial case, shape the strategy and supply the analysis and partner insight that underpin the negotiation, working with Legal, Finance and local commercial leadership.
Build the capability Define the operating model, cadence and playbook for EMEA Enterprise account management - and make it repeatable for the next portfolio after this one.
Basic Qualifications
6+ years' experience in account management, customer success, strategic partnerships, commercial strategy, consulting or a comparable client-facing role.
Demonstrable experience owning senior, multi-stakeholder relationships, including at C-Suite or equivalent level.
Strong analytical judgement: able to interpret complex data, stress-test the conclusions and turn them into a clear, well-argued recommendation.
Excellent communication and presentation skills, with the credibility to hold the room with both commercial and finance audiences.
Experience working across multiple markets or through matrixed, in-market teams.
Preferred Qualifications
Experience in QSR, Casual Dining, restaurant, retail, FMCG or delivery/marketplace businesses.
Experience working with private equity or investment funds, or with portfolio-level stakeholders, and fluency with the metrics they care about.
Experience contributing to complex, multi-market commercial negotiations as part of a deal team.
Experience directing or partnering with analytical resource to produce client-facing insight.
Comfort operating with ambiguity and defining structure where none exists.
Additional Information
Based in London, in line with Uber's hybrid working policy.
Some travel across EMEA markets will be required, though it is expected to be limited