About the opportunity
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.
What you need to be successful
- 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.
Who we are
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
