Job Description
As Rider Communications Manager you'll be supporting our global network of 150,000 riders across UKI, Europe, the Middle East and Asia, by helping keep them informed and engaged through our communications. You'll be responsible for understanding the needs of the business and the three sides of our marketplace (riders, partners and consumers) and building comms campaigns that help our riders deliver a great service.
You'll partner with our central Product, Operations, Policy, Public Affairs, and Support teams to draft global comms - everything from working on the go-to-market plans for new app features and launching new third-party partners for riders, to handling sensitive incidents. You'll also work with local market teams, consulting on and supporting local campaigns and initiatives.
Responsibilities
* Collaborate with cross-functional teams to build campaigns and draft comms supporting global initiatives, including working with Legal to ensure compliance
* Review, proof and edit rider communications produced by our local-market communications teams, consulting with them on approach, channels, tone and style
* Work with our agencies and local teams to support high-quality localisation of comms for global markets
* Monitor rider feedback and identify common themes or issues, providing insights and identifying opportunities where rider communications could improve operational processes and outcomes
* Support our Comms, Public Affairs and Policy teams in handling external enquiries relating to riders - be that from media, police, government etc.
* Support our Services/Support team on handling sensitive cases and incidents
* Manage the relationship with external agencies in the maintenance and development of our websites for riders
Core competencies
* Proven experience in lifecycle/operational communications
* Exceptional written and verbal communication skills with a keen eye for detail and clarity
* Ability to distil complex information into concise and understandable content
* Experience handling sensitive, compliance and/or crisis communications
* Excellent organisational and project management skills, with the ability to multitask and meet tight deadlines
* Ability to build relationships and influence stakeholders, including senior management
* Experience with CRM systems (especially Braze) desirable
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