Senior Manager, Rider Experiences (CLM Cluster)

• Lead the Rider Experience Team to optimize performance, engagement, and morale.

• Use data-driven insights to identify gaps and opportunities for enhancing rider experience and performance, driving initiatives to elevate customer satisfaction.

• Create engaging online and offline content (videos, written materials, trade materials) tailored to the needs of riders and aligned with foodpanda's campaigns.

• Organize offline rider events, including games, activities, and campaigns, to promote engagement and improve rider satisfaction.

• Negotiate and secure partnerships that provide discounts and benefits for the foodpanda fleet/riders (e.g., food, services, fuel, insurance).

• Manage rider NPS (Net Promoter Score), rider captain programs, and rider loyalty initiatives to ensure high satisfaction and retention.

• Ensure riders comply with foodpanda policies, procedures, and contracts while maintaining high service standards and delivering a great experience to customers and vendors.

• Oversee product implementation and improvements, including rolling out new features to improve operational efficiency and rider experience. Track post-rollout performance of rider applications.

• Partner closely with the Rider Acquisition team to optimize rider performance and recruitment strategies.

• Collaborate with cross-functional teams, including PR and Marketing, to enhance the brand awareness of foodpanda riders and promote positive rider engagement.

• Continuously optimize operations by fostering innovation, developing best practices, and proactively proposing new strategies, timelines, and execution plans.

• Work closely with the Logistics team to understand and address riders’ pain points, ensuring smooth operations.

• Perform other ad hoc tasks as required to support the team and company objectives.

• At least 4 to 6 years of work experience in operational role, preferably with a logistics background;

• Bachelor’s degree in marketing, business, communication, or any other quantitative similar field;

• Able to do SQL will be an advantage;

• Fast learner with a highly analytical mindset who can solve problems and "get things done";

• Extreme Results Ownership/ Aggressive Data Driven mindset;

• Excellent stakeholder management skills. Be able to navigate across a matrix organization with constant change;

• Highly organized and able to work on multiple projects in a self-structured and well-prioritized way;

• Driver mindset and autonomous;

• Should be able to lead key projects and influence stakeholders;

• Willing to question the status quo when needed;

• Excellent command in Lao and English Language

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 12 markets, foodpanda continues to expand and grow in its core food delivery business as well as in new verticals like grocery deliveries, with a strong tech infrastructure at its core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, delivering everything you need quickly and conveniently to your doorstep.

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 5 million orders every day and operating in more than 50 markets in the world, with 27,000 employees and approximately more than half a million restaurant partners. In the Asia region, foodpanda currently operates in over 400 cities across 12 markets.