Manager Rider Experience & Engagement
Job Description
When you think of food delivery in the MENA region, we'd be pretty surprised if talabat didn't pop into your mind first! Since delivering our first order in Kuwait in 2004, we've grown quite a lot over the past 17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem – our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.
Role Summary:
We are looking for a CRM manager that can manage our rider lifecycle. The rider lifecycle is remarkably similar to a classic customer lifecycle: we acquire riders via online marketing campaigns, we onboard them and try to improve conversion in our onboard funnels, riders activate, riders churn and reactivate.
What's on Your Plate
- We are looking for a CRM manager that can manage the full rider lifecycle, from acquisition to reactivation. You will define the strategy, create activation campaigns, do deep dive analysis, create email content and invent innovative bonuses.
- Specifically, your role will involve the following responsibilities:
- Acquisition Strategy – improve conversion over our onboarding funnels with the aim of maximising applicant conversion
- Lifecycle Strategy – set-up and execute campaigns that improve the rider lifecycle: improving performance, minimizing churn, reactivating lapsed riders
- Project Management – take ownership of high-leverage projects and drive them forward to completion using team members to help in execution
- Campaign Management – set-up and execute activation campaigns that boost rider performance, inventing innovative bonuses, and evaluating the outcome of your campaigns
What did we order
- Bachelor's Degree in Marketing/Business or equivalent
- At least 3 years of work experience in a CRM role managing customer marketing, customer communications, or customer engagement
- Able to create and engage with data-driven marketing
- Posses record of business results through testing and deploying marketing campaigns across channels
- Strong leadership and communication skills, able to work independently and reliable
- Proactive and could lead independent projects
- Ability to communicate effectively and confidently at all levels
- Process-oriented and data-driven
- Well-versed with Microsoft Office applications: Excel/Google equivalents
Job Details
Employment Types:
Full time
Industry:
Internet / E-commerce
Function:
IT
Roles:
Customer Service Executive (Voice)
