Looking for a job

Luisa Mafra

@luisamafra

Customer Success professional at Deliveroo managing UKI and international partner relationships and resolving issues that support retention.

United Kingdom

Message

At Deliveroo, I manage complex partner relationships across UKI and international markets, supporting partners throughout the customer lifecycle. I handle high-impact cases and coordinate solutions to operational, technical and performance challenges.

As Account Manager, I managed a portfolio of B2B grocery and specialist partners. I used performance insights to identify growth opportunities and developed tailored marketing and commercial plans.

I also supported new restaurant launches, leading onboarding and delivering structured 56-day follow-up programmes. Across my customer-facing roles, I’ve supported customers and partners in English, French, Portuguese and Spanish.

Experience

Work history, roles, and key accomplishments

Current

Partner Support Specialist

Current

Deliveroo

Sep 2024 - Present (2 years 1 month)

Manage complex partner relationships across UKI and international markets, providing proactive support throughout the customer lifecycle. Act as a key point of contact for high-impact partner cases, managing escalations and coordinating solutions.

Customer Success Account Management Escalation Management Cross Functional Collaboration Salesforce Multilingual Communication

Account Manager - French Speaking

Deliveroo

Aug 2023 - Aug 2024 (1 year)

Managed a portfolio of B2B grocery and specialist partners, owning day-to-day relationships and supporting long-term account performance. Developed tailored marketing and commercial plans to increase order volume and basket value.

B2B Account Management Portfolio Management Performance Optimization Marketing Plans Commercial Planning Cross Functional Collaboration

New Restaurant Launch Assistant

Deliveroo

Jun 2022 - Aug 2023 (1 year 2 months)

Led customer onboarding and early-stage engagement, helping new partners successfully launch and adopt the platform. Delivered structured 56-day follow-up programmes to monitor engagement and support early success.

Customer Onboarding Customer Engagement Performance Improvement Lifecycle Management

Sales Development Representative

Deliveroo

Mar 2022 - Jun 2022 (3 months)

Generated and qualified new B2B opportunities through proactive outbound engagement. Managed prospect and account activity using Salesforce and supported customers through onboarding and activation.

Sales Development B2B Prospecting Salesforce Customer Onboarding

Multilingual Customer Service Advisor

Go-Centric (Urban Outfitters)

Aug 2021 - Feb 2022 (6 months)

Supported customers in English and French within a fast-paced international environment. Created and localised customer communication templates to improve consistency and customer experience.

Customer Service Multilingual Communication Content Localization

Customer Support Advisor

Interactive Investor

Mar 2021 - Aug 2021 (5 months)

Supported customers with investment-related enquiries in a regulated environment. Onboarded new customers and supported them through early-stage account setup and use.

Customer Support Onboarding Regulated Environments

Customer Advisor

Booking.com Taxi

Jun 2018 - Feb 2021 (2 years 8 months)

Managed customer and supplier relationships across an international digital platform. Investigated and resolved complex complaints and service issues, and translated communications in French and Portuguese.

Customer Relationship Management Complaint Resolution Translation Multilingual Communication

Customer Service Associate

Convergys (British Gas)

Jan 2018 - Apr 2018 (3 months)

Supported customers with service requirements and emergency situations. Coordinated service scheduling and issue resolution.

Customer Service Issue Resolution Scheduling

Customer Service, Hospitality & Aviation Roles

Early Career

Jan 2008 - Dec 2017 (9 years 11 months)

Delivered high-quality customer experiences in fast-paced environments. Supported staff training and day-to-day operations, developing a strong foundation in customer communication and problem-solving.

Customer Service Training Operations Problem Solving