Rider Experience Senior Specialist

About HungerStation and the Role

HungerStation, a part of the Delivery Hero Group, is a local delivery platform operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017. This full-time position for a Rider Experience Senior Specialist is based in Riyadh, Riyadh, and requires 2-5 years of experience. The role focuses on enhancing the overall experience for riders, managing equipment, and fostering community engagement.

Key Responsibilities

• Conduct onboarding sessions for new riders, ensuring understanding of company policies and app functionalities.
• Collaborate with cross-functional teams to resolve complex rider concerns.
• Ensure rider compliance with company policies and standards.
• Generate insights to drive continuous improvement in rider experience, tracking satisfaction metrics like NPS and churn rates.
• Manage regional inventory planning, demand forecasting, and distribution logistics for rider branding and safety equipment.
• Partner with Marketing on design approvals and with Procurement on strategic sourcing, vendor evaluations, and cost optimization for equipment.
• Evaluate the technical and material quality of equipment to meet durability, safety, and regulatory standards.
• Establish and optimize direct communication channels for frequent, clear, and relevant communication with the rider community.
• Develop, organize, and execute offline engagement events and digital campaigns to foster community and drive rider recognition.
• Design, roll out, and track benefit programs, rewards, and tiered incentives for riders.
• Support Vendor Satisfaction by enhancing the overall experience, performance, and retention of 3PL-managed cohorts.

Governance and Operational Resilience

• Adhere to all relevant policies, procedures, and processes to ensure consistent daily operations.
• Contribute to identifying opportunities for continuous improvement in processes and practices.
• Maintain a high-performance working environment and promote HungerStation’s values.

Required Experience

Candidates should possess 2-5 years of relevant professional experience to effectively manage the responsibilities outlined for this role.