Specialist Rider 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 around 65 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

A Rider Engagement Specialist will be the voice of a Rider at Talabat. They should excel at two-way communication with Rider’s to understand their expectations, preferences and problems faced and implement campaigns addressing those problems. End goal is to increase Rider Happiness Index and decrease Rider Attrition

What’s On Your Plate?

• Design and execute creative engagement activities (social events, sporting events, CSR events etc) for our Rider’s at a city/country level in coordination with several stakeholders
• Plan budget, track actual spends, maximise impact and evaluate success
• Track Rider NPS across the city(s). Analyse and recognise patterns in the data to shape engagement activities
• Do partnerships to arrange freebies or subsidised goodies for Riders (ex: fuel discounts, bike servicing vouchers, discounted meals etc)
• Conduct regular surveys, focused group discussions and frequent interactions with Rider’s to hear their issues and understand their needs
• Share feedback on Rider sentiment, issues faced at an area/zone level regularly with City Manager
• Implement and regulate communication channels between Rider’s, 3PLs and other internal stakeholders for a continuous two-way communication
• Be the custodian for smooth offboarding/exit processes for our Rider’s
• Continually analyze DATA and assist in the creation of action plans and improvement initiatives;

Qualifications

What Did We Order?

• Bachelor's Degree with at least 3-5 years of experience in an employee experience role
• Proven track record of taking ownership and driving results
• Prior experience in offline, online engagement activities
• Ability to manage multiple projects at the same time with cross-functional teams
• Strong interpersonal and communication skills, including strong writing and speaking skills. English and Arabic is a must, Urdu is a plus
• Proficient in Google Suite tools like GDoc, GSheet, GSlides, GForms etc
• Influencer and a negotiation with good public speaking and presentation skills
• People management skills, experience of managing a large group of people, preferably blue-collared employees