Head of Customer Operations

at Convibo in London

Who are we?

Convibo is a 1-h grocery delivery start-up that has been operating in London for 1.5 years. We believe in turning something that is disliked by most people (grocery shopping) into an absolutely breathtaking online ordering experience.

The company started in 2014, and we’ve been grinding our way through to a juicy seed round led by some of London’s best investors. You can read more about our journey to date here (https://convibo.com/history).

How Convibo works: Customers go to convibo.com, select their favourite supermarket, and order. One of Convibo’s personal shoppers then picks the freshest items in store and a driver delivers to the customer’s door in as little as 1hr.

We are obsessed with creating a great technology for our retail partners and a seamless experience for our customers in order to win the most challenging retail category of all: Groceries. Our customers love the speedy delivery, the great variety and the friendly and personal touch of our service!

As seamless as our service works for the customer there’s a lot is going on beneath the surface. We have developed a wide range of technologies to capture in-store data and to make the shopping easy and delivery efficient. We have to recruit, train and manage our partners (shoppers and drivers), deal with rapid expansion and growth, and negotiate supermarket and brand partnerships.

We are now at the exciting stage of our growth where we to need to bring in additional skills and guts to massively grow and expand our service.

What is the role?

We are searching for an experienced business operator who understands our culture and will support our rapid growth by owning logistics operations, including finance and people management.

You will:

- Analyse, improve and scale our logistical operations, including owning expansion areas and store partnerships

- Own critical partner operations (i.e. our shoppers & drivers) including recruitment, training and performance tracking

- Analyse unit economics and understand the financial impact of operations

- Identify wasteful activity and act on it

- Develop systems track where we are right now, and where we should be in the future

- Create reports and action plans that are concise, analytical and ready to act on

- Constantly improve the experience for our customers

- Build an operations team around you

What are we looking for?

You are open minded, innovative and willing to get stuck in, in whatever way necessary to build the best customer operations division in the market. You thrive in a fast-paced environment, juggling various tasks and thriving on change

More specifically:

- Extensive experience, and demonstrable success, in a relevant role

- You’re capable of both running a careful, scientific experiment AND a bold surprise attack

- You’re confident with uncertainty, capable of scrappy testing AND professional execution

- You can talk to people and people like you

- You like numbers

- You learn rapidly and eagerly

- You know how to establish systems and technologies

- You are commercially fierce

- Could come from a highly structured and operational background such as professional services or engineering

- Alternatively, you may already have a proven track-record in customer and sales operations for a LDN scale up

In return we offer you:

- Attractive compensation package + stock options

- The opportunity to join an early stage startup and have a real impact on the company’s future

- Work in an environment where creativity and initiatives are rewarded

- Nice & modern office in Westbourne Studios (Notting Hill)

- Flexible hours (we measure your results, not your working hours)

- All that startup stuff (choose your own hardware, wear sneakers to work and yes, there is a ping pong table)

- Free parking for your bicycle or moped

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Published at 29 Sep 2017
Expires on 29 Nov 2017