Manager Rider Experience & Engagement

1. Retention, Rider Value Proposition & Loyalty

• Own rider churn reduction strategy, with strong focus on early-life retention.
• Define and continuously enhance the overall Rider Value Proposition.
• Design and manage a structured rider loyalty framework.
• Analyze retention data to identify high-risk segments and structural gaps.
• Track key KPIs (Churn %, Retention Rate, Tenure trends, RSAT).
• Develop and execute action plans to improve retention and loyalty outcomes.

2. Rider Engagement

• Develop and execute a comprehensive annual engagement roadmap aligned with business priorities.
• Lead structured recognition and motivation programs.
• Ensure engagement initiatives are measurable and linked to retention KPIs.
• Drive initiatives that strengthen rider attachment and sense of belonging.

3. Rider Communications & Feedback

• Own in-app rider communication strategy and governance.
• Ensure clear, consistent, and aligned messaging.
• Establish structured rider feedback mechanisms (surveys, focus groups).
• Translate insights into concrete improvement initiatives and corrective action plans.

4. Partnerships & Benefits

• Develop and manage third-party benefit partnerships.
• Launch value-added programs that enhance the Rider Value Proposition.
• Monitor adoption and measurable impact on retention metrics.

• 5-8 years experience in managing large distributed workforce
• Strong communications skills in English and preferably Hindi
• Relevant experience must be extensively UAE-based
• Previous experience working within delivery companies and working closely with riders is highly desirable
• Experience reducing attrition or building engagement programs
• Experience managing cross-functional stakeholders and the ability to communicate with senior leadership regularly
• Experience launching incentive or loyalty initiatives, and loyalty program design
• Experience building B2B partnerships on a large scale (banks, telecom, gyms, retail, etc)
• Field-oriented personality
• Strong analytical skills (Excel / dashboards)
• Background in logistics, ride-hailing, or FMCG field ops
• Commercial mindset (strong negotiation skills)