Sr. Specialist Rider Engagement

talabat

1. Rider Retention & Churn Management

• 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.

2. Rider Satisfaction & Value Proposition Insights

• 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.
• Present insights and recommendations to senior leadership and cross-functional stakeholders.

3. Action Planning & Continuous Improvement

• 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.

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).
• 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.

5. Stakeholder Management & Communication

• 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.