Manager, Global Rider Communications

About the role

As Rider Communications Manager you'll be supporting our global network of 150,000 riders across UKI, Europe, the Middle East and Asia, by helping keep them informed and engaged through our communications. Reporting to the Head of Rider Communications and CRM, you'll be responsible for understanding the needs of the business and the three sides of our marketplace (riders, partners and consumers) and building comms campaigns that help our riders deliver a great service for consumers. 

You'll partner with our central Product, Operations, Policy, Public Affairs, and Support teams to draft global comms - everything from working on the go-to-market for new app features and launching new third-party partners for riders, to handling sensitive incidents. You'll also work with local market teams, consulting on and supporting local campaigns and initiatives. 

Responsibilities

• Collaborate with cross-functional teams to build campaigns and draft comms supporting global initiatives, including working with Legal to ensure compliance 


• Review, proof and edit rider communications produced by our local-market communications teams, consulting with them on approach, channels, tone and style


• Work with our agencies and local teams to support high-quality localisation of comms for global markets


• Monitor rider feedback and identify common themes or issues, providing insights and identifying opportunities where rider communications could improve operational processes and outcomes


• Support our Comms, Public Affairs and Policy teams in handling external enquiries relating to riders - be that from media, police, government etc.


• Support our Services/Support team on handling sensitive cases and incidents


• Manage the relationship with external agencies in the maintenance and development of our websites for riders

Requirements

• Proven experience in communications


• Exceptional written and verbal communication skills with a keen eye for detail and clarity


• Ability to distil complex information into concise and understandable content


• Experience handling sensitive, compliance and/or crisis communications


• Excellent organisational and project management skills, with the ability to multitask and meet tight deadlines


• Ability to build relationships and influence stakeholders, including senior management


• Experience with CRM systems (especially Braze) desirable 

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.