Manager, Rider Engagement
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Delivery Hero is seeking a Manager Rider Engagement to drive a cohesive rider engagement strategy across APAC Europe and Türkiye. This role will define global standards while enabling regional and local execution excellence.
You will sit at the intersection of Operations Product Communications and Data shaping how we engage inform and retain our rider community across diverse regulatory and cultural environments.
This role will serve as the single accountable owner for engagement governance communication standards event best practices and operating model alignment. The objective is to create a scalable data-driven engagement framework while ensuring local markets have the right team setup ownership clarity and capability to execute effectively.
Key Responsibilities
1. Global Rider Engagement Strategy
- Develop and own three brands cross-regional rider engagement framework.
- Define engagement maturity tiers and minimum standards across markets.
- Optimize rider lifecycle touchpoints (onboarding activation performance retention reactivation).
- Identify scalable best practices and reduce duplication across regions.
2. Rider Communications Governance
- Establish global communication principles tone of voice and governance standards.
- Improve clarity and consistency of in-app push email and policy communications.
- Partner with Product Legal and Ops to ensure compliant and transparent messaging.
- Strengthen communication around sensitive topics (performance metrics redispatch POD safety fraud prevention).
3. Rider Satisfaction & Performance Analytics (RSAT Ownership)
- Lead cross-regional RSAT analysis and standardize measurement methodology.
- Identify root causes of dissatisfaction and prioritize initiatives.
- Build structured reporting for senior leadership.
- Link engagement initiatives to core KPIs (retention churn working hours fill rate activation reactivation).
4. Rider Engagement Events Best Practices & ROI
- Define global frameworks for rider engagement events (recognition seasonal campaigns loyalty initiatives safety engagement).
- Develop scalable playbooks covering targeting budgeting execution and measurement.
- Implement structured experimentation (control vs target group methodology).
- Establish ROI measurement standards to ensure data-backed investment decisions.
5. Local Staffing & Operating Model Optimization
- Conduct cross-market assessment of rider engagement ownership and resourcing.
- Evaluate whether markets have the appropriate team structure capability and bandwidth.
- Recommend optimized operating models (centralized hybrid or local structures).
- Clarify role definitions responsibilities and governance mechanisms.
- Support implementation of revised structures where required.
6. Cross-Regional Leadership & Alignment
- Lead structured cross-regional forums for alignment and knowledge sharing.
- Act as the central bridge between Global and Regional Ops.
- Influence stakeholders across APAC EU and TR without direct authority.
- Ensure engagement strategy aligns with broader business and operational priorities.
Qualifications :
- 6 years of experience in Engagement Community Operations Marketplace or Marketing roles.
- Proven experience managing multi-market or global programs.
- Strong analytical and data storytelling skills.
- Experience designing scalable frameworks and governance structures.
- Excellent stakeholder management skills across cultures and time zones.
- Experience in gig economy logistics mobility or tech marketplace environments preferred.
Key Competencies
- Strategic thinking with operational execution
- Data-driven decision making
- Cross-cultural leadership
- Structured experimentation mindset
- Clear and empathetic communication
Success Metrics
- Measurable improvement in RSAT across regions.
- Increased rider retention and reduced churn.
- Adoption of standardised engagement and communication frameworks.
- Demonstrated ROI from engagement events and initiatives.
- Clear optimized local engagement ownership model across markets.
- Improved consistency and clarity in rider communications.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
