Manager Rider Experience & Engagement

When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in ‎2004, we've grown quite a lot over the past ‎17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than ‎3,000+ employees! Our food delivery business works with over
‎27,000 brands and almost ‎50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in ‎30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in ‎2020, we have
facilitated the donation of well over ‎1 million meals to those in need, as
well as donated over $‎1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Role Summary/Overview:
We are looking for a manager 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 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