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Head of Rider Communications and Experience
2 months ago
We are seeking a seasoned professional to lead our Rider Communications and Experience team, responsible for ensuring that our network of 180,000 riders across the UKI and Europe, the Middle East, and Asia are well-informed, engaged, and prepared to work efficiently and safely.
The successful candidate will be a key advisor to senior management stakeholders, overseeing the development and implementation of communication strategies to inform and engage riders from onboarding through to getting out on the road and delivering.
Key responsibilities include:
- Supporting the team in prioritizing workload, approach, and judgement on rider comms matters, as well as overseeing individual development in the team.
- Acting as a key advisor to senior management stakeholders on the rider comms approach and supporting local market Operations teams in defining and implementing comms plans to respond to local needs.
- Working closely with Product Managers to develop and implement go-to-market and product marketing strategies for new product features to establish proper use.
- Leading the development of comms strategies for major changes to the rider proposition and policies, maximizing awareness and understanding of elements like our global rider insurance policies.
- Working with the global Rider Services team in responding to sensitive and high-risk escalations from riders, and supporting the consumer and merchant partner teams with similar.
- Developing and implementing global CRM strategies to drive improvements in applicant conversion, rider activation, and rider retention.
- Acting as a key point of contact for crisis communications, including managing approach outside of office hours.
Requirements:
- Proven experience in developing and executing communication strategies and CRM initiatives, preferably in a fast-paced, customer-centric environment and across multiple geographies.
- Strong leadership and management skills with the ability to inspire and lead a team to achieve goals.
- Experience advising and influencing senior stakeholders based on earned trust, reliability, and responsiveness.
- Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
- Excellent judgement and ability to quickly grasp a situation and know what steps need to be taken to resolve it efficiently and compliantly.
- Exceptional communication and interpersonal skills with the ability to collaborate effectively across teams and manage the work of people who don't directly report to you.
- Knowledge of CRM platforms and tools, as well as experience in leveraging data to drive CRM strategies.
- A passion for customer experience and a deep understanding of the importance of delivering exceptional experiences for our riders.
