Why Deliveroo

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 14 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in under 30 minutes.

And we’re just getting started

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun. We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

The Role

As Operations Engagement Associate, you will drive and innovate the Deliveroo Rider engagement strategy, which aims to consistently deliver the best in class rider experience through direct engagement, partnerships and campaigns which help drive future improvement initiatives. With an in-depth understanding of the bigger picture, you will have the responsibility of ensuring that the rider experience is optimal, consistent and satisfactory. Whether it is by arranging an entertainment event, tracking the level of satisfaction of our fleet or building partnerships across different verticals, your North star will have to be ensuring incremental improvement in the way our riders interact with us and among themselves, with the ultimate goal of creating a strong community of Deliveroo riders.

You are part of the Taiwan Operations team and report to the Operations Project Manager.

As riders are the heart of our operations, this role will also collaborate across all operations functions to improve all levels of interaction with riders.

Responsibilities

Develop and innovate Taiwan’s Rider Engagement Strategy and translating the strategy into actionable plans with objectives and measures through the lens of diverse quantitative and qualitative data
Review and signing off campaigns, initiatives, and partnership. Helping set the partnership strategy, you’ll research sectors and identify partnership structures that can help us achieve our rider engagement strategies
Create processes/tools to monitor fleet sentiment/feedback and take improvement oriented actions
Continually analyse and improve processes (rider events management, rider partnerships set up, fleet communication, general Deliveroo fleet support & engagement procedures) to ensure strong alignment with an ever expanding riders fleet
Create new initiatives to foster our rider community and improve rider satisfaction
Plan and manage quarterly rider events (previous events have included cinema trips and bowling)
Build and own Riders’ partnerships network in Taiwan, working tightly with internal teams at our London HQ and across our international markets

Requirements

1-2 years of relevant experience
Ability to deliver complex messages and explain concepts clearly and succinctly to a diverse audience
Experience with a range of digital and social media platforms and proven ability to use digital and social media as effective communications tool
Sufficient numeracy to make actionable insights from quantitative and qualitative data sets
Outstanding interpersonal and business skills. Able to quickly establish rapport and credibility with a range of stakeholders
Creative thinker and able to look beyond the obvious to opportunities to derive benefit from our riders and improve their experience
Fluent in Chinese and English, with style and the ability to employ the appropriate tone of voice for any situation.
Passion for food, travel and making new connections!

Personal Qualities

Perseverance and grit – you’re a hustler and you’re not afraid
Resilience - you have the ability to bounce back and adjust when things get tough
Active Listener - you truly engage with feedback you receive and ensure that everyone’s experience is heard and considered.
Creative thinker - you are able to think outside the box and bring forward innovative ideas
Curiosity – you’re a lifelong learner who is always striving to be outside of your comfort zone and test new ideas
Top notch people skills – you have bags of emotional intelligence which can be used to win round even the toughest of people