Manager Rider Experience & Engagement

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 & F...