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Manager Rider Experience & Engagement
Delivery Hero
Posted 3 months agoMaadi, Egypt
Location
Maadi, Egypt
Job Type
Full-time
Experience
Senior
Category
Management
Job Description
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
2. Rider Engagement
3. Rider Communications & Feedback
4. Partnerships & Benefits
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Responsibilities
- 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)
- 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.
- 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.
- Own in-app rider communication strategy and governance.
- Ensure clear, consistent, and aligned messaging.
- Establish structured rider feedback mechanisms (surveys, focus groups).
- 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.
- Own rider churn reduction strategy, with strong focus on early-life retention.
- Define and continuously enhance the overall Rider Value Proposition.
- Translate insights into concrete improvement initiatives and corrective action plans.
