Rider Engagement Associate

Job description

ABOUT DELIVEROO

Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global roll-outs, like Deliveroo Editions – bespoke kitchens designed to host a locally-curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food-scene, no matter where they live.

And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food-inspired challenges to sink your teeth into. Out-of-the-box thinking is actively encouraged, and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free-for-all Friday lunches.

It’s a formula that’s working too – we’re bringing great food to customers in 12 countries and 200 cities.

 

RESPONSIBILITIES

Rider engagement drives Deliveroo's relationship with riders, building a community and keeping them at the heart of everything we do. The key role of Engagement is to translate rider feedback into meaningful change that improves the overall rider experience and, in turn, communicates these improvements back across the fleet.

Through a deep understanding of what riders want, engagement represents the voice of the rider across the business to ensure that Deliveroo is the company that riders choose to work with now and into the future.

·  Conducting face-to-face rider engagement in a number of formats, including but not limited to focus groups, drop-in centres, pop-up stalls, partner promotions and large events
·  Planning a programme of events to achieve objectives across multiple cities
·  Gathering feedback from riders across your area through formal and informal settings
·  Communicating and explaining key messages simply and impactfully
·  Informing riders of outcomes and actions taken based on their feedback, such as new app feature or changes in operational processes
·  Executing focused engagement campaigns with specific objectives, such as road safety roadshows, social media rider appreciation campaigns and Not-for-profit partnership campaigns.
·  Identifying and understanding key issues based on rider feedback and then filtering this throughout the wider business for action
·  Working with the Rider Content Associate to gather material for our rider community site, including photo and video content that enhances our community following

 

REQUIREMENTS

·  1-2 years of relevant professional experience
·  Clear and engaging communication skills in person, on the phone and in writing
·  Ability to speak in front of and understand a live target audience and adapt messaging according to circumstances
·  Refined interpersonal skills, ability to empathise and connect with people from a wide variety of backgrounds
·  Confidence to remain calm under pressure and instill calm in others
·  Happy to rotate through remote and office-based tasks potentially spending up to 80% of your working week traveling around the country (all travel, accommodation and other expenses will be paid for)
·  Ability to work individually and remotely within a low supervision environment
·  Able to analyse the information you have available to you, make decisions and act based on it
·  Able to test effectiveness and measure success in order to know what impact your actions have had, iterate and improve

Nice to have (training will be provided where necessary):

·  Foreign language skills or experience of working with people whose first language is not English (knowledge of Spanish, Portuguese, Hindi and/or Urdu would be especially useful)
·  Crisis management training or experience
·  Project management, events planning, site management or equivalent experience
·  Media handling training or experience

 

BENEFITS

·  Become one of the key employees of a fast-growing, exciting startup changing the food delivery landscape
·  Open, respectful and fun company culture
·  BIG Friday lunches – Deliveroo'd to the office of course!
·  Weekly Exercise class to counteract all the amazing food!
·  Have a real impact on the company’s growth and evolution
·  Work with people who love what they do every day

 

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 around.