Manager Rider Experience & Engagement

About the role

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)

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