Rider Experience Senior Specialist

Job description

HungerStation is hiring a Rider Experience Senior Specialist in Riyadh to improve the experience, performance and retention of delivery riders. The role covers rider onboarding and concerns, equipment and branding management, rider engagement and community, and loyalty and benefit programmes for third-party logistics and fleet cohorts.

Responsibilities

• Conduct onboarding sessions for new riders, making sure they understand company policies and app functionality
• Work with cross-functional teams to address complex rider concerns and ensure riders comply with company standards
• Generate insights and track measures such as NPS and churn to improve rider experience
• Manage regional inventory planning, demand forecasting and distribution so riders receive required branding and safety equipment
• Partner with Marketing on design approvals and Procurement on sourcing, vendor evaluation and cost optimisation, and evaluate equipment quality, durability and safety
• Run direct communication channels with the rider community
• Organise offline engagement events and digital campaigns to build community and recognise riders
• Design, roll out and track benefit programmes, rewards and tiered incentives for riders
• Support 3PL-managed cohorts by improving their experience, performance and retention
• Follow policies and processes and contribute to continuous improvement

Requirements

• 2-4 years of relevant experience
• Bachelor's degree in a relevant field
• Excellent communication and interpersonal skills
• Ability to collaborate effectively with cross-functional teams

Skills

• Community Engagement
• Customer Experience
• Inventory Planning
• Onboarding
• Vendor Management