Rider Engagement Associate

The Team

At Deliveroo, it is our mission to build the definitive food company. In order to do that, we’re building a company where everyone can belong, grow and do the best work of their lives.

The Rider Engagement team sits within the UKI Operations department and is focused on improving the experience of our riders, restaurants and customers through obtaining, understanding and acting on rider feedback and insights.

The Role

As a Rider Engagement Associate you'll spend your time meeting with and talking to riders - whether that's at events that you organise as well as on the phone. You'll be helping them to understand the best ways to work with Deliveroo and collecting feedback about how we can improve all parts of the rider experience.

You'll be getting to the root of the interactions between riders, restaurants and customers by holding events and focus groups with riders, speaking to and collaborating with riders to understand their point of view, and building relationships with influential riders across the UK and Ireland.

Your role will be as the voice of the rider, in a balanced and business centric way. You’ll collaborate with a number of different teams (including Planning & Performance, Partnerships and Content) and will be the expert on rider sentiment, trends, issues and opportunities. Your role will also include collaborating with local councils, shopping centres and restaurants within your region as well as helping to manage rider action and unions.

Specifically, your role will involve the following responsibilities and you will need to:

• Monitor rider sentiment and operational metrics across UK & Ireland and find areas of improvement through engagement levers

• Organise and run in person events with riders in the United Kingdom and Ireland

• Work closely with UK&I Senior Engagement Manager to launch key rider engagement projects (with clear and tangible initiative tracking)

• Plan and execute rider events across United Kingdom and Ireland, gathering rider feedback and ensuring riders have the knowledge and support to complete deliveries safely

• Work closely with UK&I Senior Engagement Manager to identify rider feedback trends and identify opportunities to improve these and improve rider satisfaction

• Be an active team player and work hard to ensure the team meets their relevant targets

REQUIREMENTS

• Degree or equivalent working experience in relevant positions

• A self-starter attitude that’s able to quickly adapt to changing processes and priorities

• Strong written and verbal communication skills

• A proven ability to organise successful events

• An empathetic attitude: you know how to listen and collect feedback effectively

• Strong organisation skills and experience running events and/or focus groups

• Willing and be able to travel regularly for rider events and meetings across the United Kingdom and Ireland

• A second language would be a 'nice to have' for this position - in particular Arabic speakers

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.