Job Overview
Talabat, part of the Delivery Hero Group, is a pioneering local delivery platform dedicated to delivering an amazing experience—fast, easy, and to your door. We are seeking a Manager Rider Experience & Engagement to lead initiatives that enhance the journey of our riders, ensuring high satisfaction, retention, and performance.
Key Responsibilities
- Develop and execute strategies to improve rider experience across all touchpoints.
- Design and implement engagement programs that foster rider loyalty and motivation.
- Analyze rider feedback and operational data to identify pain points and opportunities.
- Collaborate with cross-functional teams (operations, product, marketing) to drive rider-centric improvements.
- Monitor key performance indicators (KPIs) related to rider satisfaction, retention, and productivity.
- Lead initiatives to streamline rider onboarding, training, and support processes.
Qualifications & Requirements
- Bachelor's degree in Business, Logistics, Human Resources, or a related field.
- Minimum 5 years of experience in rider management, fleet operations, or a similar role within the delivery or logistics industry.
- Proven track record in designing and executing engagement strategies for large, distributed teams.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Excellent communication and interpersonal skills to effectively engage with riders and internal stakeholders.
- Proficiency in project management and process optimization.
- Experience with CRM or rider management platforms is a plus.
Desired Skills
- Deep understanding of the gig economy and rider dynamics.
- Ability to work in a fast-paced, dynamic environment.
- Empathy and a customer-centric mindset.
- Fluency in English and Arabic is preferred.