Manager Rider Experience & Engagement

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Manager Rider Experience & EngagementFull-timeCompany DescriptionTalabat 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 DescriptionWhat's on your plate?1. Rider Training & OnboardingOwn the end-to-end training process, setting standards, curricula, and delivery protocols for all rider training programs.Design and continuously improve the onboarding journey to create a smooth, engaging first experience for new riders.Review and refresh training materials on an ongoing basis to keep content accurate, relevant, and effective.Identify and pilot creative, modern training delivery formats (e.g. digital learning, gamification, video, peer-to-peer coaching, AI-assisted learning tools).Define metrics to evaluate training effectiveness (completion rates, assessment scores, time-to-first-delivery) and act on the findings.Monitor and maintain Academy performance, manage day-to-day facility operations, and oversee instructor/trainer capability and certification.Track and report on training KPIs to leadership, and manage the training budget.Step in personally to deliver theoretical training sessions when needed.2. Rider EngagementDevelop and execute initiatives that improve overall rider satisfaction and long-term retention.Continuously strengthen the rider value proposition in line with market and competitor benchmarks.Build and manage partnerships and deals with third-party vendors to provide meaningful benefits and discounts to riders.Own rider communication channels and messaging strategy, ensuring riders are informed, heard, and engaged.Establish structured feedback loops (surveys, focus groups, town halls) to capture the voice of the rider and feed insights into Operations and Product.Plan and execute rider-facing marketing campaigns and initiatives across social media and other channels.Design and deliver creative rider events and recognition/rewards programs that build community and loyalty.3. Rider Health & SafetyLead initiatives to reduce rider accidents and improve overall road safety performance.Drive vehicle safety programs, including safety gear, equipment standards, and partnerships with vehicle/OEM providers.Own the practical training area at the Academy, including its upkeep, maintenance, and safe operation.Design, implement, and continuously improve rider safety initiatives, protocols, and compliance with local road-safety regulations.Lead incident investigation and reporting, coordinating with insurance and compliance stakeholders as needed.Support the team in delivering practical, hands-on training when required.QualificationsWhat did we order? 5–8 years experience in managing large distributed workforceExperience reducing attrition or building engagement programsStrong analytical skills (Excel / dashboards)Experience managing cross-functional stakeholdersExperience launching incentive or loyalty initiativesField-oriented personalityExperience building B2B partnerships (banks, telecom, gyms, retail)Background in logistics, ride-hailing, or FMCG field opsExperience in loyalty program designCommercial mindset (negotiation skills)By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.