Manager Rider Experience & Engagement

Company Description

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

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

• 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.

Qualifications

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)