Manager, Rider Experience

Company Description

A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk– gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

Job Description

Are you eager to improve the experience for our riders, while ensuring high satisfaction, efficiency, and collaboration? Are you also analytical, structured, and a skilled relationship builder? Then this could be the job for you!

We're now hiring a Rider Experience Manager key role in improving the experience of critical stakeholders in foodora’s marketplace. This role is part of the Marketplace Experience team in foodora Sweden, dedicated to optimizing the experience for everyone in the marketplace.

By working closely with both local and regional teams, you'll help identify areas for improvement, implement solutions, and build strong relationships.This position will report to the Head of Marketplace Experience and offer the chance to shape and influence the processes that drive our business forward.

Your Mission

• Monitor and improve rider experience using KPIs like rider satisfaction (CSAT), SLA, contact rate, automation, and costs related to contact/order issues.
• Plan and implement actions to reduce friction and increase rider satisfaction and engagement.
• Coordinate rider communication to ensure clear and effective messaging.
• Drive initiatives for onboarding, training, and reactivation of riders.
• Participate in projects that enhance the rider experience, including globally coordinated initiatives.

Studies have shown that women and some minorities are less likely to apply to jobs unless they meet every qualification. If you are interested in this role and you have most of the skills we’re looking for, we encourage you to apply anyway!

Qualifications

• Bachelor’s degree in business, marketing, or a related field — or equivalent relevant experience.
• At least 3 years’ experience in process improvement, project management, or relationship building.
• Basic understanding of data analysis and reporting, with knowledge of service KPIs like contact rate, CSAT, and SLA.
• Strong interest in customer experience, service operations, or process optimization.
• Excellent communication skills in English and Hungarian are required. 

Additional Information

• Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.
• Employee discount at foodora (woho!) and awesome friday breakfasts!
• Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.
• foodora Learning - Monthly learning sessions about different topics, such as the q-commerce industry, negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana
• Great deals at Benify (for e.g. gym membership, e-bikes hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more!
• Awesome AW’s and (pink) parties!