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Rider CRM and Content Associate

Deliveroo

Deliveroo

Marketing & Communications
London, UK
Posted on Thursday, May 16, 2024

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 12 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in under 30 minutes.

And we're just getting started

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it's clear that our journey in the food sector has only just begun.

We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT's' list of Europe's fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte's 'UK Top 50' two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

The Role

You'll help to keep our network of 75,000 riders informed and engaged through digital content. Reporting into the Rider Comms & Partnerships Manager, you will play a key role in supporting the UK and Ireland rider communication channels, content strategy and using Deliveroo brand playbook/guidelines to inform content creation.

You'll turn the rider content calendar into reality, and ensure that we're prioritising messages correctly and that we're sending at the right time and through the right channel for the message. In some cases you'll draft this from scratch, using the right tone of voice and messaging - other times you'll work with other teams to contribute ideas, approaches and to ensure quality. You'll use your content creation skills to the test to make graphics, videos, reels, brochures and pitch decks to support rider engagement.

Specific priorities in the role:

Using CRM channels you will be sending rider comms (website, email, social) - ensuring messages are segmented appropriately

  • Use social media analytics to create an informed content strategy
  • Draft comms supporting rider campaigns including partnerships, competitions and other initiatives supporting our rider proposition
  • Work with Product and Operations to send comms to the designated rider audience to communicate key messages riders need to be aware of
  • Proof and review all rider comms to ensure accuracy, tone, and compliance
  • Support managing the rider website, ensuring information is up-to-date and accurate
  • Champion comms best practices with stakeholders around the business
  • Talk to riders, getting their feedback and finding opportunities to improve the rider experience
  • Willing to travel for rider events and meetings across the United Kingdom and Ireland

Core Competencies

  • Understanding and some experience of a CRM platform (ideally Braze) and CMS (ideally Prismic)
  • Excellent command of written and spoken English, as well as style and tone of voice
  • Exceptional attention to detail and a keen eye for proofreading and editing
  • Excellent time management and the ability to prioritise competing tasks
  • Understanding and experience of email marketing (including segmentation and A/B testing)

Preferred

  • Intermediate knowledge of HTML/CSS
  • Intermediate knowledge of social media marketing
  • Intermediate skills in content creation and graphic design
  • Adobe creative suite Figma bonus but not required

Life at Deliveroo

We are a small team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we're always looking for new ideas and we're very transparent about the decisions we make and why we make them. There are so many questions we need to answer and plenty more we haven't even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company's success.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up's around.

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