Specialist Rider 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.
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 & Logistics Head.
- 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.
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 Urdu is a must, Arabic 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.
Job Details
Employment Types:
Full time
Industry:
Internet / E-commerce
Function:
Customer Service / Call Centre / BPO
Roles:
Other Roles
