Head of Rider Communications

About the team

Rider Communications and Experience sits within our global Delivery Operations organisation, and is responsible for ensuring that the rider lifecycle allows new riders to onboard efficiently, equips them deliver a great service to customers and maximise their earnings while online, and represents rider sentiment internally by collecting feedback and insight. The Communications side of the team contributes to this by ensuring that riders are well informed, engaged and prepared to work efficiently and safely through email, in-app comms, and CRM journeys.

We offer a hybrid policy; this role will be based in our London HQ 3 days a week.

About the role

In this role you'll be leading the team responsible for communicating with our network of 180,000 riders across the UKI and Europe, the Middle East, and Asia. Working closely with central Product, Policy, and Legal teams your team is responsible for proactive comms designed to inform and engage riders from onboarding through to getting out on the road and delivering. The work covers topics such as new product launches, changes in policies and compliance processes, as well as reactive comms to ensure we respond to issues carefully and compliantly. Your team is responsible for our lifecycle CRM strategy, ensuring that riders are onboarded effectively, provided tips and guidance throughout their time online, and encouraged to provide a reliable, professional service. 

You'll also support the wider Corporate Communications team with rider-related media enquiries. The role is the key point of contact in the Delivery org for crisis communications, and ensuring that serious and urgent escalations are handled quickly and sensitively.   

This role reports to the Director, Rider Communications and Experience, part of the central Delivery Product and Operations team. In London, you'll be supported by two Comms professionals and a wide network of Comms, CRM, and Engagement professionals based in our offices globally. 

What you'll be doing

• Support the team in prioritising workload, approach, and judgement on rider comms matters, as well as oversee individual development in the team.
• Act as a key advisor to senior management stakeholders on the rider comms approach and support local market Operations teams in defining and implementing comms plans to respond to local needs.
• Work closely with Product Managers to develop and implement go-to-market and product marketing strategies for new product features to establish proper use. Ensure adequate and ongoing comprehension of existing features through regular communication with riders.
• Lead the development of comms strategies for major changes to the rider proposition and policies, maximising awareness and understanding of elements like our global rider insurance policies.
• Work with the global Rider Services team in responding to sensitive and high-risk escalations from riders, and support the consumer and merchant partner teams with similar.
• Work with the CRM team to own and develop our lifecycle CRM journeys, own and develop our comms channels, and implement automation where appropriate, particularly ensuring efficient comms during incidents and issues.
• Develop and implement global CRM strategies to drive improvements in applicant conversion, rider activation, and rider retention.
• Act as a key point of contact for crisis communications, including managing approach outside of office hours.

Requirements

• Proven experience in developing and executing communication strategies and CRM initiatives, preferably in a fast-paced, customer-centric environment and across multiple geographies.
• Strong leadership and management skills with the ability to inspire and lead a team to achieve goals.
• Experience advising and influencing senior stakeholders based on earned trust, reliability and responsiveness.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making - where data is used in comms you should be able to quickly sense-check to spot an error with ease.
• Excellent judgement - you can quickly grasp a situation and know what steps need to be taken to resolve it efficiently and compliantly 
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across teams and manage the work of people who don't directly report to you.
• Knowledge of CRM platforms and tools, as well as experience in leveraging data to drive CRM strategies.
• A passion for customer experience and a deep understanding

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.