Rider Relations Manager

As a Rider Relations Manager within the wider Rider Content & Engagement Team, you will play a vital role in the success of our groundbreaking partnership agreement with the GMB union, focusing on strengthening rider wellbeing and promoting our benefits package. You will serve as a key point of contact for this GMB partnership and will also engage with riders across the UK to understand their experiences. Alongside this, you will develop campaigns to assist the wider regional and local Rider engagement efforts and build important stakeholder relationships, eg; Local Councils, Fire Services, Police & National Government, to enhance our reputation on the street, and support Deliveroo’s business objectives.

What You'll Be Doing

• Maintain effective working relationships with the GMB union and their rider representatives.
• Collaborate with internal and external stakeholders to develop communication channels and strengthen partnerships.
• Identify opportunities to increase the visibility of our GMB partnership internally and externally.
• Build positive relationships with local and regional decision makers, responding to reactive inbound enquiries and proactively finding solutions to issues that arise.
• Proactively work to reduce risk to the business relating to local policies and / or regulation eg; council motions to ban bikes / ebikes from City Centres, and leveraging the GMB relationship where appropriate.
• Devise and execute effective campaigns that support our long-term business objectives and address potential challenges with how our operations impact on the external environment.
• Utilise existing relationships such as multi-area forums eg; TfL and GMCA to inform local authorities about our operating model and explore pilot solutions. Identify new allies to broaden our network and build partnerships.
• Continuously seek opportunities to highlight the benefits our Rider value proposition brings to the external environment.
• Ensure Deliveroo meets its obligations to inform, negotiate, and consult with the GMB union, including collective bargaining, as outlined in our Partnership Agreement.
• Work to ensure collective agreements are implemented in a way that benefits both Deliveroo and our Riders.
• Actively contribute to improving operational processes, bringing innovative thinking to find the best solutions.
• Contribute to the wider UKI Rider engagement strategy, balancing business needs, our Trade Union relationship, and rider perspectives.
• Support the Rider Support Centre (RSC) Teams with the triage of GMB Rider Rep referrals, ensuring adherence to all processes and engagement with relevant stakeholders.
• Regularly connect with riders to gain a thorough understanding of their experience riding with Deliveroo and with competitors.
• Undertake research and gather insights to clearly explain our operating model and demonstrate our value to stakeholders.
• Lead on partnership events that facilitate change, education, and the development of strong, positive relationships with local stakeholders.

Requirements

• Experience in negotiation and consultation processes with senior stakeholders to achieve positive outcomes for the organisation.
• Proven ability to gather data from various sources and provide effective insight and analysis to inform sound conclusions.
• Experience as an industrial relations within a UK / EU tech company or delivery aggregator would be considered a plus.
• Political experience or understanding would be considered a plus, particularly within local or regional government.
• Strong communication skills, know what to say in any situation, with the ability to adapt your style to different situations and quickly build rapport with individuals from all backgrounds.
• Strong stakeholder management skills, including the ability to influence and gain support from senior management and external stakeholders.
• Strong organisational skills, including experience in planning and managing meetings with multiple elements.
• Awareness of current trends and effective practices in industrial relations within the sector.
• Able to assist with responding effectively to inbound media enquiries, sticking to the talking points and working with colleagues in Communications, to secure relevant speakers as needed.

Why Deliveroo

Our mission is to transform the way people shop and eat, bringing the neighbourhood to their door by connecting consumers, restaurants, shops and riders. We are transforming how the world accesses food and products, making it more convenient and enjoyable for everyone. 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, seeking to answer some of the most interesting questions out there. We value initiative and a sense of ownership, and we are always open to new ideas.

Workplace & Benefits

At Deliveroo, we recognise that our people are central to our success and we prioritise their well-being. Benefits vary by country, but we offer a range of provisions including healthcare, well-being support, parental leave options, pension schemes, and generous annual leave, including time off to support a charitable cause of your choice. Please ask your recruiter for specific details relevant to your location.

Diversity

At Deliveroo, we believe a great workplace reflects the diversity of the world around us. We value and respect every individual and have no judgement based on gender, race, sexuality, religion, or any other aspect of identity. What unites us is a passion for (mostly) food and a desire to be part of a fast-growing business in an exciting industry. We are committed to diversity, equity, and inclusion throughout our hiring process. We understand that some candidates may require adjustments to apply for a role or participate fairly in interviews. If you need any adjustments, please don't hesitate to let us know, and we will do our utmost to provide the necessary support to ensure you have an equal opportunity to succeed.