About Wolt
At Wolt, we create
technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of
restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries
around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the
globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more
than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with
drive and entrepreneurial spirit, this could be the ride of your life.
We are looking for a Strategy &
Operations Manager to join our EMEA Growth & Engagement team, which owns the growth and engagement of Wolt+ and Deliveroo Plus
across 40+ markets in Europe and the Middle East and is working to build the best local commerce membership programs in the
markets we operate in.
You will join our Engagement pod, which focuses on understanding what turns a subscriber into a
healthy, engaged and long-term member. You will be responsible for i) identifying and prioritising the largest opportunities to
improve our member experience and subscription health, ii) understanding how customer needs and behaviours evolve across different
stages of the Plus lifecycle, and iii) driving the highest-priority opportunities from strategy through experimentation and
execution to tangible business results.
To get the job done, you’ll work closely with our wider subscription team and
cross-functional teams across Product, Engineering, Data Science & Analytics, Marketing, Commercial and Finance, while taking
full ownership of driving your initiatives to fruition and, most importantly, measurable results.
Our team is responsible
for driving the growth and long-term health of our subscription programs. Your exact problem space may evolve as our priorities
change, but in practice you will:
- Build a clear view of the largest opportunities to improve member
engagement and subscription health across EMEA. Use customer behaviour, market performance and economics to size opportunities and
prioritise the areas most likely to materially move our business results.
- Understand the member lifecycle end to end,
identifying where customers struggle to onboard, build habit, discover value or remain engaged, and translate those insights into
practical interventions that improve customer and business outcomes.
- Own initiatives from initial problem definition
through to execution and results, working closely with Product, Engineering, Data Science & Analytics, Marketing, Commercial
and Finance.
- Build and run an experimentation roadmap against the highest-priority opportunities. Translate business
problems into clear hypotheses, design A/B tests or other appropriate experiments, analyse the results and make decisions on
whether initiatives should be scaled, iterated or stopped.
- Track and own the key performance indicators relevant to your
problem space and, where necessary, drive corrective actions. This may mean pulling shorter-term lifecycle levers or shaping
longer-term Product and Engineering solutions to address underlying drivers.
- Collaborate closely with local and regional
teams to ensure our strategies reflect customer needs and market context, and turn successful approaches into repeatable playbooks
that can scale across Wolt+ and Deliveroo Plus.
- Keep a close eye on our customer experience and identify opportunities to
make Plus easier to understand, use and get value from throughout the membership lifecycle.
The Engagement pod works
across a broad range of customer problems. Examples could include improving the first 30–60 days of membership, onboarding and
early order progression, benefit discovery and adoption, lifecycle and CRM journeys, programs that drive incremental order
frequency and activity, and initiatives that improve longer-term member engagement and retention.
Our humble
expectations
- 5+ years of relevant experience, preferably in i) strategy & operations, consumer growth
or engagement at a leading consumer technology / platform company, ii) subscriptions, loyalty or membership businesses, or iii)
management consulting with subsequent operating experience.
- Problem-solving and prioritisation skills: our team is in the
business of solving hard problems and developing new solutions. There is rarely a ready-made playbook to follow, so you’ll need to
be comfortable structuring ambiguous problems, getting into the details and identifying which opportunities are most likely to
move the needle.
- Analytical and experimentation skills: you’ll work with data every day and need to be comfortable
identifying and sizing opportunities, designing and interpreting A/B tests and making decisions based on the results. Strong
spreadsheet skills are a must-have and SQL experience is useful.
- Customer and lifecycle judgement: you are able to
understand how customer behaviour and needs evolve across the membership journey, identify the moments that matter most and
translate those insights into practical ways to improve onboarding, engagement and retention.
- Business ownership and
independence: you have experience owning measurable business results and can demonstrate how you have taken a problem from initial
analysis through to execution and impact. You’ll be given significant responsibility and freedom, so you need to be comfortable
operating without a predefined roadmap.
- People and project management skills: you’ll need to be able to inspire and
persuade colleagues from a broad spectrum of backgrounds and seniority levels and get cross-functional teams working towards one
goal in a coordinated and efficient way.
- AI fluency: AI is increasingly part of how we work at Wolt day to day. You
should already be comfortable using AI tools in your work, or be excited to quickly become so, and continuously look for ways to
use them to work faster and solve problems better.
- Business acumen and eye for superb user experience: you’ll need to be
able to see the forest for the trees and have good intuition about what works best for customers while understanding the economics
and trade-offs behind business decisions.
Our Commitment to Diversity and
Inclusion
We’re committed to growing and empowering a more inclusive community within
our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and
perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and
opportunity to excel.