Senior Manager, Rider Proposition

About the team

Rider Communications and Experience sits within our global Delivery Operations organisation and is responsible for keeping our fleet of 180,000 riders across 10 countries informed and engaged, developing the rider proposition and monitoring rider sentiment. Acting as a key voice of the rider, the team partners with Deliveroo's local operations teams to design strategies to engage with riders, listen and understand their feedback, and then use that to influence business decisions. 

This role will be based in our London HQ 3 days a week.

About the role

Reporting to the Head of Experience, in this role, you'll be responsible for developing a best-in-class proposition for Deliveroo riders around the world. Specifically, you'll focus on monitoring and reporting on rider sentiment and partnering with local teams to design the strategy on how we engage with riders across 10 countries to collect feedback and insights to shape business decision-making. You'll develop our partnerships around skills and learning for riders and their families, safety, insurance, and additional perks for riders. As a voice of the rider in Deliveroo you'll also own policies relating to rider sentiment, and consult teams developing other policies to ensure that they achieve the best outcomes for riders as well as customers, restaurants and Deliveroo.

What you'll be doing

• Lead on global rider sentiment tracking and work with local market teams to ensure accurate and regular reporting
• Lead on global engagement strategy, defining how we run events and campaigns that keep riders engaged and informed
• Support and guide local engagement team in best practice and shared learnings between markets 
• Partner with other teams on the design and maintenance of our rider insurance products
• Partner with Insights and Research on gathering and interpreting rider insight and share this with key stakeholders across the wider business to influence decision making
• Support the planning and execution of centrally-run rider events, including working with our PR and Corporate Communications teams to champion Deliveroo riders externally
• Support with compiling the Experience QBR

Requirements

• Strong verbal and written communication skills to effectively collaborate with local teams and share insights with key stakeholders across multiple business areas, including Legal, Policy, Comms and Operations.
• Strong organisation and project management skills
• Ability to weigh up multiple factors in decision making, including reputational, operational and financial impact.
• Ability to think strategically and develop and execute a global proposition and engagement strategy for Deliveroo riders.
• Experience in partnership development, negotiation and relationship management, with a commercial mindset
• Ability to analyse data, gather and interpret rider insights, sharing findings to influence business decisions
• Previous experience working in a global setting, understanding cultural nuances and diverse market dynamics.

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 & Benefits

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.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.