Customer Success Manager, Uber Direct

About The Role
And Team Since 2020, Delivery at Uber has grown tremendously on the back of increased demand caused by the pandemic. Merchants across all categories have increased their investment and interest in their digital and delivery offering. Without having their own on-demand logistics capability, merchants are looking for a partner who can fulfill the requirement for last-mile delivery. With millions of drivers and couriers providing on-demand logistics through our existing marketplaces, Uber is well positioned to allow merchants to use our network of couriers, fulfilling the on-demand last-mile-delivery service for orders to their own app and website. Uber Direct is our business that focuses on last-mile delivery across all verticals
- Online Food Delivery, Grocery, Retail, Ecommerce
- empowering merchants to deliver orders generated on their own channels (outside of Uber marketplace) with the most convenient experience. Direct is rapidly growing the ways in which Uber connects the world. Uber Direct has the potential to be Uber next multi-billion dollar business. This role will be a part of the Direct team in France, and will be working very closely with the Eats and Grocery & Retail teams in France, the EMEA central Direct team and cross-functional counterparts worldwide. As Grocery & Retail Account Strategist for Uber Direct in France, you will be owning the relationship with a growing base of Grocery & Retail Partners (food retailers and e-commerce players) to fuel Uber's Direct growth in France. You will be responsible for their operational & technical onboarding on Uber Direct, as well as for growing our business with them. You will play an integral role on a cross-functional team, executing towards our vision and strategy of connecting e-commerce to final consumers. You will collaborate across internal teams including product, finance, legal, compliance, and operations to provide the best service to our customers

What You'll Do
• Build long-term relationships with Uber Direct customers: Develop meaningful and long-lasting relationships with key Grocery & Retail partners by focusing on building trust and crafting successful joint business plans
• Onboard new merchants
- Be the project manager for merchants technical integration and operational onboarding on Uber Direct. From integration requirements specification to onboarding execution, be responsible for the go-live of new merchants with Uber Direct.
• Monitor the activity and analyze data
- Perform a broad range of financial, quantitative, and qualitative analyses to continuously improve the reliability of the orders and capture additional value. Look for ways to achieve and exceed monthly goals (financial and qualitative). Present and report key results to partners, internally and externally
• Improve Uber Direct operations
- Identify opportunities for improving our operations for merchants, couriers and end-consumers. Analyze the data in detail to come up with initiatives that will have the greatest impact. Have a pragmatic and hands-on approach to implement quick wins while building more sustainable solutions.
• Promote Uber Direct value proposition
- Clearly understand and communicate the value of Uber Direct to key Grocery & Retail Accounts. Seek and achieve logistics, same-day delivery, delivery as a service industry knowledge to have enriching conversations with partners. Look for ways to grow our business within existing accounts.
• Contribute to Uber Direct offering improvement
- Act as an ambassador of Uber's mission, brand, and product
- being a problem solver for partners and team. Identify ways to develop further Uber Direct offering to answer partner's needs. Basic Qualifications
• Min 3 years of experience in Sales, Account management, Business Development, Operations, or Consulting in a large business or growing a start-up or other relevant experience
• Experience in account management, a consistent record in business development and client management preferred
• Good business understanding and judgment. Familiarity with e-commerce customer journey or willingness to learn to support merchants on the design and implementation of their customer journey from ordering to delivery.
• Comfortable dealing with technical information and guiding business stakeholders through technical business requirements
• Hands-on mindset, comfortable deep-diving into operational and technical topics to support merchants on day-to-day issues in coordination with cross-functional team
• Analytical mindset, comfortable dealing with numbers and producing performance analysis (mostly on Google Sheets)
• Empathetic when dealing with different people; able to quickly build relationships with external and internal partners
• Entrepreneurial mindset and pro-activity
• High adaptability to change and ability to execute quickly
• Proficiency in English and French Preferred Qualifications
• Experience with using excel and/or SQL is a plus (or comfortable learning and using new software tools)
• Industry knowledge in the on-demand / same-day delivery space
• Industry knowledge in the Grocery & Retail industry is a plus Ready to Ride? This isn't the kind of place where you follow a playbook
- it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves
- we'd love to hear from you. You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits. Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements. Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.