OneVentures Portfolio Company Jobs

About EatClub

At EatClub, we believe restaurants and bars are the beating heart of every city's culture. Whether it's discovering a hidden gem, grabbing a late-night takeaway, or meeting friends for a drink, our mission is simple: help the hospitality industry thrive through smart, powerful tech.

Our platform helps over 2 million customers discover top restaurants and access real-time deals that save them up to 50% off the bill. We empower more than 5,000 venues to fill empty tables, increase foot traffic, and maximise revenue.

Recently ranked #11 on the 2025 Deloitte Tech Fast 50! Now is an exciting time to join our team. Initially co-founded by Marco Pierre White and leaders in the food tech scene, we're now a 150+ person scaleup that's growing fast and making waves in the industry.

Why You'll Love Working With Us

• Step into your first full operations leadership seat at a company that's scaling fast - with real scope and real accountability from day one
• Own a function that sits at the heart of how EatClub retains and activates venues across every product
• Build the operating model, not just run it - the playbook here is yours to shape
• A passionate team who values creativity, hustle and results
  

A Day-in-a-Life of our Venue Operations Manager

This is a new leadership role created to own the operational backbone of our venue experience: onboarding across every product we sell, and ongoing support for our lower-tier venues throughout their lifecycle.

You'll lead the Onboarding Lead and the Venue Partner Manager team. Between them, your function is responsible for getting new venues live, keeping them engaged through their first 30 days, and running ongoing support and retention for our smaller venue cohort.

You'll own the operating model that makes it all work: ticketing, SLAs, playbooks, AI-assisted support flows, and how the team scales. You'll be expected to run your function with autonomy - but you'll have the support of a strong leaders to help unblock and coach.

Your week will move between the operational and the people side of the role. One hour you're in Zendesk reviewing ticket SLAs and spotting where the workflow is breaking down. The next you're in a one-on-one with a VPM who is struggling to balance reactive support with proactive growth work. You're reading dashboards, asking why, and acting on what you find, not waiting to be told.

The function you lead touches every new venue that joins EatClub. If onboarding works, venues activate faster, perform better, and stay longer. If it doesn't, everything downstream suffers. That's the weight of the role, and the opportunity.

What You'll Own:

• Marketplace Onboarding - The Day 0-1 experience for every new marketplace venue - go-live calls, setup QA, and a clean handover to the VPM team. Led day-to-day by your Onboarding Lead, but yours to set the standard for.
• Bookings Onboarding - A dedicated onboarding journey for venues signing onto the Bookings product - setup, training, and launch verification. You'll partner closely with the SaaS Sales and AM team at the handover point, making sure nothing falls through the gap between commercial close and go-live.
• Venue Partner Managers (VPMs) growth programme - Working with the VPM team to identify smaller venue partners ready to grow, and building the coaching and support model that moves them from entry-level engagement to becoming high-performing, deeply embedded partners. You'll lead this team's performance across all three - response time, venue retention, and venue growth.
• The Operating Model - Zendesk workflows, SLA management, escalation paths, AI-assisted support flows, playbooks, and team structure design. You're the operator here - hands-on with the system, not just managing the people who run it.
  

On any given week, you will be:

• Reviewing ticket and onboarding performance data - finding what's working, diagnosing what isn't, and acting on it
• Running one-on-ones and team cadences with your Onboarding Lead and VPM team
• Iterating on Zendesk workflows, automation, and AI-assisted support flows as new tooling comes online
• Partnering with Sales and AM at the handover points to keep the venue journey seamless across functions
• Coaching team members through performance, prioritisation, and how to balance reactive support with proactive growth work
  

Type of projects you'll be working on at EatClub...

• Onboarding standardisation: Documenting and improving the marketplace and bookings onboarding journeys so that every venue gets the same strong start, regardless of territory or sign source - and measuring whether it's working
• Cohort support model: Designing and running the ticketing model for the shared smaller venue cohort - SLAs, playbooks, escalation paths, and the save-rate targets that keep ~1,000 venues engaged and retained
• AI-assisted support rollout: Owning the operating model around Zendesk and AI support tooling as it comes online - building the workflows, testing what works, and scaling what doesn't need a human to do it
• VPM growth programme: Working with the VPM team to identify which smaller venue partners have the highest potential to move up a tier, and building the structured approach that turns that potential into measurable progression
  

You have....

• 3-5 years in customer success, account management, support operations, or a similar role - with enough commercial context to understand retention and venue value, not just ticket throughput
• 1-2 years of people leadership experience, formally or as a senior lead - enough to hit the ground running without needing to be carried
• Strong operational instincts - you're energised by process, structure, and workflow design, and you have examples to show for it
• Hands-on experience with ticketing systems (Zendesk or similar) and CRM platforms (HubSpot or similar)
• A genuine data instinct - you read dashboards, you ask why, and you act on what you find
  

It would be extra awesome if you also had...

• Experience inside a marketplace, SaaS, or hospitality tech business
• Exposure to building or significantly improving a ticketing workflow or support operating model
• Experience running support across multiple products or customer segments simultaneously
• Familiarity with AI-assisted customer operations tools
  

You are...

• Hungry - this is a step-up role and you know it
• Structured - you build scaffolding others can run on, and you take satisfaction in a process that works cleanly
• Commercial - you understand that retention and venue activation matter, and you connect your operational decisions to those outcomes
• A people developer - you care about growing the team, not just managing them
• Pragmatic - you'll inherit some existing systems and you know when to improve, when to rebuild, and when to leave well enough alone
  

If you do a good job...

Venue onboarding across marketplace and bookings will be documented, measured, and consistently improving. The smaller venue cohort will be well-supported, with strong save rates and a growing pipeline of venues moving up into higher tiers. The team will be stable, developing, and structured to scale.

More broadly, you'll have built the operational engine that quietly makes EatClub's entire retention and activation story work - and you'll have earned a clear path into more senior roles as the business grows.

Maybe this role is not for you if....

• You want to own strategy without getting into the operational detail - this role requires both
• You're looking for a fully documented playbook to inherit - significant parts of this operating model are yours to build
• You're not interested in AI-assisted support or workflow automation - that's a core part of where this function is heading
• You prefer a narrow, single-product scope - this role spans marketplace onboarding, bookings onboarding, and lifecycle support simultaneously
  

If you're curious about what we're building, you're welcome to explore EatClub ahead of your interview. First-time users who choose to give it a try can use the code "ECAPPLY5" for an optional $5 voucher to test the experience. This is entirely voluntary and has no impact on your application or interview process.

One last note: even if you feel that you don't meet all the criteria above, we encourage you to apply. Past work experience is not the only indicator of future success, and we are on the look out for hungry talent who wants to grow with us. So if you want to be a part of something remarkable, then we're excited to hear from you.