Manager Rider Experience & Engagement

Role Summary
The Rider Experience & Engagement Manager owns the end-to-end rider journey with a clear objective: reduce churn, improve retention, and strengthen long-term rider loyalty.
This role is responsible for building and executing a comprehensive Rider Value Proposition through structured retention strategy, loyalty frameworks, engagement programs, in-app communications, and strategic partnerships that drive measurable KPI improvement.

What's On Your Plate?

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.

What Have We Ordered?

• 5–8 years experience in managing large distributed workforce
• Experience reducing attrition or building engagement programs
• Strong analytical skills (Excel / dashboards)
• Experience managing cross-functional stakeholders
• Experience launching incentive or loyalty initiatives
• Field-oriented personality
• Experience building B2B partnerships (banks, telecom, gyms, retail)
• Background in logistics, ride-hailing, or FMCG field ops
• Experience in loyalty program design
• Commercial mindset (negotiation skills)