Manager Rider Experience & Engagement

We are looking for a manager of Rider experience & engagement who can manage our rider lifecycle. It’s remarkable and similar to a classic customer lifecycle, we acquire riders via online marketing campaigns, we onboard them and try to improve conversion in our onboard funnels, riders activate, riders churn, and reactivate

What’s on Your Plate?

• Manage the full rider lifecycle, from acquisition to reactivation.
• Define the strategy, create activation campaigns, do deep dive analysis, create email content, and invent innovative bonuses.
• Responsible for the acquisition strategy, to improve conversion over our onboarding funnels with the aim of maximizing applicant conversion
• Oversee the lifecycle strategy; set-up and execute campaigns that improve the rider lifecycle (ex: improving performance, minimizing churn, reactivating lapsed riders, ...etc)
• Project Management - take ownership of high-leverage projects and drive them forward to completion using team members to help in execution
• Responsible for the Campaign Management; set-up and execute activation campaigns that boost rider performance, inventing innovative bonuses, and evaluating the outcome of your campaigns
• Conduct engagement surveys and align with operations on actions to improve Riders experience
• Work continuously to enhance the process of enrolment, onboarding and payment in alignment with other Logistics sub-functions

Skills & Qualifications Needed:

• Bachelor’s Degree in Marketing/Business or equivalent
• At least 3 years of work experience in a CRM role managing customer marketing, customer communications, or customer engagement
• Able to create and engage with data-driven marketing
• Possess record of business results through testing and deploying marketing campaigns across channels
• Strong leadership and communication skills, able to work independently and reliable
• Proactive and could lead independent projects
• Ability to communicate effectively and confidently at all levels
• Process-oriented and data-driven
• Well versed with Microsoft Office applications: Excel/Google equivalents

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide