Strategy & Operations Manager, EMEA Growth & Engagement

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.