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Sr. Specialist Rider Engagement
Delivery Hero
Posted 3 months agoMaadi, Egypt
Location
Maadi, Egypt
Job Type
Full-time
Experience
Senior
Category
General
Job Description
What's On Your Plate?
Key Responsibilities1. Rider Retention & Churn Management
2. Rider Satisfaction & Value Proposition Insights
3. Action Planning & Continuous Improvement
4. Partnerships & Rider Benefits Ownership
Co-lead the process of identifying, negotiating, and finalizing partnerships that enhance rider benefits (e.g., telco, insurance, retail, mobility, health, financial services).
5. Stakeholder Management & Communication
4–6 years of experience in community management, engagement, operations, or partnerships (preferably in tech, delivery, logistics, or marketplace environments).
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Responsibilities
- What did we order?
- Bachelor’s degree in Business, Operations, Marketing, or related field.
- Strong analytical skills with experience interpreting churn, retention, or behavioral data.
- Excellent negotiation and partnership management capabilities.
- Strong communication skills with the ability to engage different stakeholders.
- Structured, detail-oriented, and able to manage multiple projects simultaneously.
- Preferred:
- Experience working with frontline workforce (riders, drivers, couriers).
- Background in rider experience or value proposition design.
- Ability to run surveys, analyze feedback, and convert insights into action.
- Develop and implement strategies to improve rider retention and minimize churn across all operational zones.
- Work with performance team to conduct data analysis to identify churn patterns, early-warning indicators, and opportunities for intervention.
- Collaborate with Operations, 3PL/Vendor Management, and Rider Support teams to execute targeted retention initiatives.
- Manage the regular Rider Satisfaction, NPS, and Value Proposition surveys.
- Track satisfaction KPIs and identify key pain points impacting rider experience.
- Conduct root-cause analysis using quantitative and qualitative data.
- Maintain strong collaboration with internal teams such as Dispatch, Marketing, Finance, and Legal to support new initiatives.
- Communicate updates, insights, and performance results to relevant teams and leadership.
- Support high-impact events and engagement activities related to rider appreciation and community building.
- Present insights and recommendations to senior leadership and cross-functional stakeholders.
- Translate insights and root causes into clear, practical action plans tackling experience gaps.
- Coordinate with cross-functional teams (Operations, Finance, Marketing, Dispatch & 3PL Partners) to implement and monitor improvement initiatives.
- Measure the impact of implemented actions and adjust approach as needed.
- Build strong relationships with external partners to deliver sustainable and high-value benefit programs.
- Ensure all partnership benefits are aligned with talabat’s rider value proposition and provide clear ROI.
