Rider Lifecycle Strategy Manager

Manager, Rider Lifecycle Strategy

Location: London, Hybrid working with 3 days minimum in the office

As Rider Lifecycle Strategy Manager, you’ll join our London-based Global Delivery Operations team. You’ll become an expert in the full rider lifecycle, from onboarding and delivering first orders, to retention and churn, connecting the thread across Operations, Product, Legal, and Policy to ensure we maintain a rider community that is operationally efficient and has the best experience possible. 

You’ll be working with teams to maximise rider applicant conversion, considering how we recognise and value the rider fleet and identifying ways we can reduce rider churn. The role also ensures you’re the day-to-day point of contact with some of our key third-party vendors providing tooling to support the rider lifecycle.

You will work closely with Rider CRM, Rider Engagement, Product, Engineering and Science to drive cross-functional projects across a variety of business areas. You’ll also be working with local operations teams across 10 countries understand riders’ needs and help build tailored solutions to solve local problems.

What you’ll be doing

• Work closely with our Product and Marketplace Support teams to maximise rider applicant conversion
• Lead on rider retention strategic projects, including owning the rider retention metric and running experiments to look at ways we can improve rider metrics, and identify the biggest opportunities for rider lifetime value. 
• Identify areas of opportunity to encourage rider fleet efficiency and make improvements to rider lifecycle, working across rider engagement, CRM, product, legal and operations teams
• Expert on rider churn and reactivation, overseeing rider churn surveys and data, as well as opportunities for churn reduction
• Act as the day-to-day point of contact with third-party vendors linked with rider onboarding 
• Identify needs for new third-party technology in partnership with product
• Work with the central Rider CRM team and the Global Operations team to help deliver projects aimed at boosting our rider lifetime value

Requirements

• Analytical: Strong analytic and strategy experience. Analyse complex data with the ability to consider this alongside wider business impact and legal and political landscape. Ability to analyse large data sets, and experience in SQL, Tableau and Looker is desirable.
• Project Management: Owns GTM plans and works with local markets to support the implementation of rider retention and acquisition strategy, simultaneously maintaining wider programmes of work
• Proven experience in strategic project management, you’ll be proactive in identifying conversion, retention and reactivation opportunities. Able to measure & consider the impact of workstreams on other business metrics such as rider supply, operational efficiency, rider experience & wider financial considerations.  
• Written communication: Able to prepare and present documents, such as business cases, with sensitive information ready for the consumption of senior leadership and local market teams. 
• Strong communicator: Able to present and explain to a wide range of audiences (from legal to local markets and execs) key considerations in regards to rider retention & the benefits of using rider lifecycle metrics and how this links to wider business metrics.
• Stakeholder management and collaboration: Build strong relationships across teams and geographies.
• Influencing: Influence and negotiate on sensitive and complex matters with cross-functional stakeholders
• Can build: Approaches, processes, tools and structured change methodologies.
• Inquisitive: Infectiously curious, thoughtful and happy to question the status-quo.

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.