Sr. Specialist Rider Engagement

Role Summary: 
A Senior Rider Engagement Specialist will be the voice of a Rider at Talabat. They should excel at two-way communication with Rider’s to understand their expectations, preferences and problems faced and implement campaigns addressing those problems. End goal is to increase Rider Happiness Index and decrease Rider Attrition.

What’s on Your Plate?

• Design and execute creative engagement activities (social events, sporting events, CSR events etc) for our Rider’s at a city/country level in coordination with several stakeholders.

• Plan budget, track actual spends, maximise impact and evaluate success.

• Track Rider NPS across the city(s). Analyse and recognise patterns in the data to shape engagement activities.

• Do partnerships to arrange freebies or subsidised goodies for Riders (ex: fuel discounts, bike servicing vouchers, discounted meals etc).

• Conduct regular surveys, focused group discussions and frequent interactions with Rider’s to hear their issues and understand their needs.

• Share feedback on Rider sentiment, issues faced at an area/zone level regularly with City & Logistics Head.

• Implement and regulate communication channels between Rider’s, 3PLs and other internal stakeholders for a continuous two-way communication.

• Be the custodian for smooth offboarding/exit processes for our Rider’s.

What Did We Order?

• Bachelor's Degree with at least 3-5 years of experience in an employee experience role.

• Proven track record of taking ownership and driving results.

• Prior experience in offline, online engagement activities.

• Ability to manage multiple projects at the same time with cross-functional teams.

• Strong interpersonal and communication skills, including strong writing and speaking skills. English and Urdu is a must, Arabic is a plus.

• Proficient in Google Suite tools like GDoc, GSheet, GSlides, GForms etc.

• Influencer and a negotiation with good public speaking and presentation skills.

• People management skills, experience of managing a large group of people, preferably blue-collared employees.

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