Head of Partner Growth

About Qover We are Qover, a leading insurtech scale-up that has raised $100 million. With an international team of 150+ colleagues based in Brussels and beyond, we help companies orchestrate digital embedded insurance experiences — creating meaningful connections with their community and enabling their success. Since Qover was founded in 2016, our co-founders have had a clear vision of the future of insurance: it must be simple, transparent, and accessible across borders — a global safety net. Our platform protects 15M+ users across 32 European countries and works with longstanding partners like Revolut, Mastercard, BMW, Canyon, and Monzo, among many others.     The Role Qover's Customer Growth function is evolving from an operationally centric team toward one centred on strategic partner growth. This newly created role is central to that shift. The Customer Operations Associater collaborates closely with Customer Growth Managers to enable and unblock retention, expansion, and partner relationships by supporting and creating better support and intelligence processes. This is not a purely manual operations role. You'll own the day-to-day running of our existing service desk; triage, escalation management, and partner reporting. But most importantly you’ll be the driving force behind making it smarter. Early AI-driven improvements are already in motion and your job is to take ownership of that direction, working cross-functionally to mature it, and to act as the human-in-the-loop who reviews, corrects, and continuously improves what AI takes on.  You'll report to the Head of Customer Growth and work closely with Customer Growth Managers, Revenue Operations along with your Data, Product and Delivery teams sitting at the centre of how partner-facing operations actually get done and how we continuously improve them.     Key Responsibilities Improving the Service Desk Through AI (Cross-Functional) Own the roadmap for how AI improves our existing service desk, partnering cross-functionally to mature early-stage work (including the triage agent built out of a recent hackathon) into dependable, everyday tooling Act as the human-in-the-loop: review what the system handles, correct misclassifications, and feed that back to the technical teams  Define where human judgment must stay in the loop versus where automation can safely take over, and keep that boundary under active review as our operations mature Be the connective tissue between teams who build and integrate our products and the operational reality of running the service desk day to day Reporting & Data Enablement Own the accuracy and timeliness of recurring partner reporting (SLA reports, premium/bordereaux reports, programme performance summaries), applying the same human-in-the-loop approach as ticket triage as automation matures Enhance both partner reporting and Qover’s scalability by owning the reporting feedback loop among partners, risk carriers, and Qover’s internal teams. Give Customer Growth Managers the proactive insights they need to get ahead of partner risk and opportunity, enabling real-time improvements to partner programs and strategic cross-sells and upsells Triage & Escalation Management Own day-to-day management of the Customer Operations service desk; ensuring tickets are triaged, prioritised, and routed to the right team with appropriate urgency Act as the accountable owner for cross-functional escalations, making sure nothing falls into the gap between teams Maintain a clear, current view of open issues, SLA status, and escalation patterns across the partner portfolio Organisational Process Orchestration Look beyond your own queue: identify other manual or repetitive processes within Customer Growth and beyond to maximise efficiency as Qover scales Partner with Revenue Operations to ensure automation work is aligned with company-wide process design Track the measurable outcomes of your work and the impact on our partners and internal teams Cross-Functional Collaboration Build strong working relationships across key internal teams to resolve partner issues efficiently Represent Customer Growth’s operational needs in relevant cross-functional forums     What We're Looking For Mindset Possess a growth mindset where feedback loops and challenges are seen as an opportunity to learn and develop new skills Believe that there are no sacred cows and that in building a better Qover we must be comfortable with challenging inertia and the status quo Being kind and being effective are not mutually exclusive; operate with minimal ego and maximum collaboration Experience 3+ years in a customer success operations, revenue operations, or support/service operations role — ideally in B2B SaaS, fintech, or insurtech Experience in Building AI agents and flows with tools such as Glean, Dust or Claude Code Experience owning a ticketing/service desk system (Jira or equivalent) at scale Comfortable working hands-on with data; pulling, structuring, and sense-checking reporting, without needing to be a full-time analyst Skills Highly proactive and self-starting: sees a recurring issue and wants to remove it at the root, not just close the ticket in front of them A strong operator with real cross-functional instincts: equally comfortable triaging a ticket today and leading a conversation with Data or Solutions Consulting on how to take the manual load off tomorrow Strong organisational instincts and a high tolerance for operational complexity Able to triage effectively under pressure and communicate clearly with both technical and commercial stakeholders Good judgment on what should stay human versus what can be safely automated and the discipline to revisit that line as things change Technical Proficiency Experience building, maintaining and improving agents and automations in tools such as Dust, Glean or Claude Code Experience with ticketing/service desk tools (Jira or equivalent) Comfortable in spreadsheets; experience with BI tools (Looker or similar) is a plus     What Success Looks Like Customer Growth team spends more time with partners enhancing their programs and expanding them through data-driven cross-sells and upsells The service desk increasingly runs on an AI-driven triage layer, with the Customer Operations Manager reviewing and refining it as the human-in-the-loop rather than acting as first responder to every ticket Partner-facing reporting becomes the automated foundational layer from which Customer Growth can generate business insights and build account plans from Every internal escalation has a clear owner and a fast resolution path A visible track record of identifying and removing manual organisational drag, not just within the service desk queue, with that work staying well aligned to Revenue Operations as it scales     By Joining Qover, We Offer A flexible work environment: hybrid working schedule and the ability to work from anywhere one month per year Generous time off Global WeWork subscription to work from any location, or from our Qover-dedicated space in Brussels (Rue du Commerce 31) A positive company culture that values teamwork and initiative — and having fun, with regular social events A collaborative, communal environment where everyone is welcomed, valued, and accepted regardless of nationality, gender, age, sexual orientation, disability, or philosophical or political views The chance to work among entrepreneurial people, with real opportunity to shape how Customer Growth operates at one of Europe's fastest-growing insurtechs

DEPT® is a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, our 4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and Climate Neutral since 2021. JOB PURPOSE This role is at the center of our Holding team in London and Manchester. We’ve got a mix of skills here, from Finance and Hospitality to Recruitment, People & Culture, IT Support and Marketing. Think of us as the backbone of the company, keeping things running smoothly and helping out everywhere we can. We're the ones who answer questions, toss around ideas, offer support, and plan those fun outings and initiatives everyone loves. We’re the reliable crew that everyone counts on to keep things rolling. As Head of Partner Marketing, EMEA, you will lead the strategic development and hands-on execution of co-marketing, demand generation, and partner-aligned events across EMEA. You’ll be the driving force behind our joint go-to-market efforts with tech and media partners like Adobe, Shopify and Google, working to elevate our shared value propositions, generate pipeline, and amplify DEPT®’s leadership in AI-powered services, cloud migrations, personalisation, media innovation, and digital commerce. You will collaborate cross-functionally with Growth, Alliances, Regional Marketing, and Sales teams to design and deliver integrated campaigns, content, demand plays, and events that turn partner relationships into tangible business results. WHAT YOU'LL DO * Build & Execute Co-Marketing Strategy — Develop and roll out joint marketing plans with strategic partners. Generate campaigns spanning webinars, case studies, thought leadership, email programs, and partner marketplace content. * Drive Pipeline & Demand Generation — Partner with Growth, Partnerships, and Regional Marketing to launch sourced and co-sourced demand campaigns. Track and optimise for KPIs, ROI, and pipeline targets. Create demand plays aligned to partner incentives, MDF/coop budgets, and regional sales priorities. * Lead Events & Experiences — Plan and manage partner-aligned events (executive roundtables, CIO experiences, roadshows, workshops). Manage speaker submissions, session content, booth messaging, and overall event activation strategy. * Oversee Content & Messaging Development — Develop partner-driven content and campaigns across teams. Craft compelling stories around AI-powered services, cloud migrations, personalisation, media innovation, and commerce, ensuring messaging aligns with DEPT®’s brand and partner positioning. * Manage Partnership Operations — Oversee partner portals, listings, marketplace profiles, badge/tier updates, awards submissions, and general partner governance. Collaborate with Alliances to support tier requirements and partner status goals. Maintain a shared calendar of partner campaigns, events, and GTM programmes to align teams. WHAT YOU'll BRING * Significant experience (ideally 7–10+ years) in partner marketing, alliances marketing, or integrated B2B marketing, preferably within agencies, technology, or SaaS environments. * Proven success working with enterprise-grade tech or media partners (Google, Adobe, etc.). * Demonstrated track record of building joint marketing programs that drive pipeline/demand, with strong analytical and performance-optimisation skills. * Experience conceptualising and executing content and storytelling around technical/enterprise offerings and professional services, for both marketing and executive audiences. * Strong event & experiential marketing experience, from conceptualisation to execution at conferences, roundtables, roadshows, and workshops. * Excellent cross-functional stakeholder management, collaboration, and communication skills. Ability to balance strategic leadership with hands-on execution. * Adaptability, creativity, and a proactive mindset. Comfortable navigating ambiguity and fast-paced environments. * Passion for emerging technologies, AI-powered services, and modern digital experiences. WHAT YOU'll GET * A flexible, hybrid working policy (2 days from the office, depending on location). * An excellent salary based on experience and equal pay policies. * Pension, free private healthcare, mental health support, and company sick pay scheme. * 26 days paid holiday (plus UK Bank Holidays). * Help getting you to work with a season ticket loan and cycle to work scheme. * Enhanced family friendly policies to support new parents. * Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations. * Inspirational Talks, bringing the outside in with regular guest speakers and events. * Learning and Development, supporting your growth with continuous opportunities to learn and advance. * Buddy Programme: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®. * A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards. * Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! * The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications. * Global annual DEPT® Cares Month in which employees come together and donate their skills to support local charities. WHY DEPT®? We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter. At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. DIVERSITY, EQUITY & INCLUSION  At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.