About the job
Delivery Hero is actively looking for a dynamic Manager of Rider Engagement to spearhead a unified rider engagement strategy across the APAC, Europe, and Türkiye regions. This pivotal role will establish global standards while facilitating exceptional regional and local execution.
You will work at the intersection of Operations, Product, Communications, and Data, influencing how we engage, inform, and retain our diverse rider community across various regulatory and cultural landscapes.
This position will be the primary accountable owner for engagement governance, communication standards, event best practices, and operational model alignment. The aim is to design a scalable, data-driven engagement framework while ensuring local markets are equipped with the right team structure, clarity of ownership, and capability for effective execution.
Key Responsibilities
1. Global Rider Engagement Strategy
- Develop and oversee a cross-regional rider engagement framework for three brands.
- Define engagement maturity tiers and establish minimum standards across markets.
- Enhance rider lifecycle touchpoints including onboarding, activation, performance, retention, and reactivation.
- Identify scalable best practices and minimize redundancy across regions.
2. Rider Communications Governance
- Establish global communication principles, tone of voice, and governance standards.
- Enhance clarity and consistency of in-app, push notifications, email, and policy communications.
- Collaborate with Product, Legal, and Operations to ensure compliant and transparent messaging.
- Strengthen communication around sensitive topics such as performance metrics, redispatch, Proof of Delivery (POD), safety, and fraud prevention.
3. Rider Satisfaction & Performance Analytics (RSAT Ownership)
- Lead cross-regional RSAT analysis and standardize measurement methodologies.
- Identify root causes of rider dissatisfaction and prioritize improvement initiatives.
- Create structured reporting for senior leadership.
- Link engagement initiatives to core KPIs including retention, churn, working hours, fill rate, activation, and reactivation.
4. Rider Engagement Events – Best Practices & ROI
- Define global frameworks for rider engagement events including recognition programs, seasonal campaigns, loyalty initiatives, and safety engagement.
- Develop scalable playbooks that cover targeting, budgeting, execution, and measurement.
- Implement structured experimentation methodologies (e.g., control vs. target group).
- Establish ROI measurement standards to ensure data-driven investment decisions.
5. Local Staffing & Operating Model Optimization
- Conduct assessments of rider engagement ownership and resourcing across markets.
- Evaluate whether markets possess appropriate team structures, capabilities, and bandwidth.
- Recommend optimized operational models, whether centralized, hybrid, or local.
- Clarify role definitions and responsibilities to enhance team effectiveness.

