Rider Support and Engagement Manager

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.

The Team

The Rider Support & Engagement team sits within Rider Operations and is responsible for ensuring the productivity and engagement of the delivery fleet. The Rider Support team owns recurring tasks such as non-order rider support, rider performance management policies, among others and responds to key performance metrics like rider attendance and order acceptance rate, while the Rider Engagement teams own all rider comms, rider outreach work and rider-related reporting.

The Role

The purpose of this role is to manage our engagement and support teams in HK. Setting the regional and local strategies for each market as it pertains to rider performance, rider support and our rider engagement plans. The Support and Engagement team has a mix of hyperlocal processes and strategies, as well as a wide range of regional and centralized processes to improve efficiencies of teams on the ground. The role is also responsible for managing and delivering rider training, educational courses, and onboarding to ensure riders coming in are well equipped to succeed at their jobs. Also, setting up scalable and effective non-order related support channels (in person, phone, email) for riders to resolve issues they may be facing on the job.

More so, this role owns Rider Engagement which aims to have the most competitive rider proposition in the market (ensuring high rider satisfaction), while owning all rider comms, engagement activities & budget and rider-related reporting. 

What you’ll be doing

• Own the Rider Performance & Engagement strategy and initiatives, building best in class rider propositions, rider performance management, rider support and amazing engagement activities

• Build effective and scalable processes to manage rider quality and performance, with a mix of hyperlocal efficacy and standardized, centralized efficiency

• Manage and scale the Rider Performance & Engagement team, covering tasks such as off-order support and engagement activities

• Liaise with other areas in regards to cross-functional initiatives to optimize rider performance, maintain a strong rider proposition and assist in business-wide initiatives such as public affairs and PR related matters.

• Own the rider lifecycle strategy and its related metrics from training onwards.

• Own the Engagement budget, strategy and plan to ensure best in class rider community engagement

Requirements

• 5+ years of relevant professional experience 

• Proficiency in English and Cantonese

• Proven people management skills, with experience in managing medium to large sized teams

• Very strong project management skills, ability to manage complex, cross-functional projects and stakeholders with excellent organizational skills

• Very strong written and verbal communication skills.

• Strong analytical and technical skills

• Excellent problem solver, takes the initiative and is willing to get involved

• Strong sense of ownership of projects, metrics and team. Commitment to goals, area and firm. 

• Well proven track record of success in a fast-paced working environment. Strong handling of data through G Suite, Excel and/or Looker.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.