Rider Experience Senior Specialist

Delivery Hero; Riyadh; Sur place; SAR 78 000 - 123 000; Plein temps

Résumé du poste

Hungerstation, part of the Delivery Hero Group, is seeking a dynamic professional in Riyadh to enhance rider experience across onboarding, engagement, and governance. You will collaborate with cross-functional teams to implement policy-driven improvements and track metrics like NPS and churn.

Join our regional team to manage equipment, branding, and 3PL programs, and to design loyalty initiatives that boost rider satisfaction and retention while upholding safety and regulatory standards.

Qualifications

• 2–4 years of relevant experience.
• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with cross-functional teams.

Responsabilités

• Onboard riders and ensure understanding of policies and app functionalities.
• Collaborate with cross-functional teams to address rider concerns.
• Ensure rider compliance with policies and standards.
• Generate insights to improve rider experience and measure NPS and churn.
• Manage equipment, branding, and regional inventory planning to support riders.

Connaissances

Rider Experience

Cross-functional collaboration

Communication skills

Interpersonal skills

Formation

Bachelor's degree

Description du poste

Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

Key Accountability Areas

Rider Experience

• Conduct thorough onboarding sessions for new riders, ensuring they understand company policies and app functionalities.
• Collaborate with cross-functional teams to address complex rider concerns.
• Ensure riders comply with company policies and standards.
• Generate insights to drive continuous improvement in rider experience.
• Implement measures to track and improve rider satisfaction, including Net Promoter Score (NPS) and churn rates.

Equipment & Branding Management

• Manage regional inventory planning, demand forecasting, and distribution logistics to ensure all riders receive required branding and safety equipment.
• Partner directly with Marketing on design approvals and with Procurement on strategic sourcing, vendor evaluations, and cost optimization.
• Evaluate the technical and material quality of equipment to maintain strict durability, safety, and regulatory standards.

Rider Engagement

• Establish, manage, and optimize direct communication channels to ensure frequent, clear, and relevant communication with the rider community.
• Develop, organize, and execute offline engagement events and creative digital campaigns to foster community, boost morale, and drive rider recognition.

3PL & Fleet Loyalty Programs

• Design, roll out, and track benefit programs, rewards, and tiered incentives for riders.
• Support Vendor Satisfaction indirectly by enhancing the overall experience, performance, and retention of 3PL-managed cohorts at key operational touchpoints.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS’s Values.

Qualifications

Qualifications/ Requirements

Knowledge and Experience

• 2 – 4 years of relevant experience.
• Excellent communication and interpersonal skills
• Ability to collaborate effectively with cross-functional teams.

Education and Certifications

• Bachelor’s degree in a relevant field is required.