Company Description
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
We are looking for a passionate and data-driven Rider Engagement Manager to build strong relationships with our rider fleet, improve rider satisfaction, and drive performance. You will lead initiatives that engage, motivate, and retain our delivery riders, making sure they feel supported, informed, and empowered to succeed on our platform.
Location: Kuala Lumpur
- Create Design and layout of materials for internal communications and engagement with our heroes, work closely with the content specialist to finalize copy and support the team in creating the final designs
- Organize events or forums (virtual or physical) to foster a sense of community.
- Act as the key point of contact between the company and its rider community.
- Build rapport and maintain positive relationships with riders.
- Familiarity with best practices for graphics and video content on social media platforms (YouTube, Facebook, Twitter, Instagram)
- Share regular updates, policy changes, or promotions through emails, SMS, or in-app messaging.
- Create content for rider communication: newsletters, training videos, FAQs.
- Develop and implement rider engagement programs (rewards, incentives, recognition schemes).
- Monitor churn and develop strategies to reduce attrition.
- Conduct surveys or gather feedback to understand pain points and satisfaction levels.
- Copy writing creation and translation
- Information Website Management
- Understand the requirements by coordinating with stakeholders and creating a design brief, preparing rough drafts and presenting ideas.
- Develop a strong relationship with riders using state of the art CRM tools
- Strong visual communications skills, including the ability to communicate complex concepts and data through images
- Work closely with Ops, Marketing, Customer Support, and Product teams to improve the rider experience.
- Provide insights to help improve app features, payment systems, or incentive structures.
- Develop content plans to land the best message through the right channels with our rider fleet. Create different types of content (articles, scripts, proposals, presentations, blogs, etc.- English & Malay)
- Design visual content for print and digital applications that reinforces our status and reputation
Qualifications
- Bachelor’s degree in Business, Communications, Operations, or a related field.
- 2+ years of experience in community management, operations, or field engagement—ideally in logistics, food delivery, or ride-hailing.
- Strong interpersonal and communication skills.
- Data-savvy: comfortable working with dashboards and analyzing rider data.
- Creative thinker with a can-do attitude and empathy for frontline workers.
- Good translation skills (Malay to English & English to Malay)
- Experience in using Wordpress and Weblate
- Excellent organizational skills, including the ability to manage multiple tasks and projects simultaneously while meeting deadlines
- Must have the ability to storyboard or translate ideas to team members
- A keen eye for aesthetics and details
- A proactive can-do attitude, full of great ideas and able to get stuff done autonomously
- Exhibit a high degree of creativity to design and execute campaigns that appeal to riders
- A self-starter attitude that’s comfortable with constant change
- A creative problem solver who can think things through analytically
- Experience working with a content strategy and content calendar/grid
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