Manager Rider Experience & Engagement

About the Role

This role sits within Talabat, part of Delivery Hero Group, a leading local delivery platform operating in about 65 countries. Delivery Hero is headquartered in Berlin and has been listed on the Frankfurt Stock Exchange since 2017, as well as being included in the MDAX index. The position focuses on strengthening rider retention, engagement, communications, loyalty, and partner-driven benefits in Dubai, UAE.

Retention, Rider Value Proposition & Loyalty

• Take ownership of the strategy to reduce rider churn, with particular attention to retaining riders in the early stages of their journey.
• Shape and keep improving the overall value proposition offered to riders.
• Build and oversee a structured loyalty model for riders.
• Use retention data to spot high-risk groups and underlying structural issues.
• Monitor core performance indicators such as churn rate, retention rate, tenure patterns, and RSAT.
• Turn insights into practical plans that improve loyalty and retention results.

Rider Engagement

• Create and run a yearly engagement plan that supports wider business priorities.
• Lead formal recognition and motivation initiatives for riders.
• Make sure engagement efforts can be measured and tied back to retention outcomes.
• Deliver programs that increase rider connection to the business and strengthen belonging.

Rider Communications & Feedback

• Own the strategy and governance for in-app rider communications.
• Ensure messaging remains clear, consistent, and aligned across channels.
• Set up structured ways to gather rider feedback, including surveys and focus groups.
• Convert rider insights into action plans and improvement initiatives.

Partnerships & Benefits

• Develop and manage third-party partnership programs that provide rider benefits.
• Introduce value-added offerings that improve the rider value proposition.
• Track usage and measure the effect of these programs on retention-related metrics.

Role Context

The work is based in Dubai and is intended for a field-oriented professional who can operate in a fast-moving delivery environment, partner closely with rider-facing teams, and work with senior stakeholders across functions. The role calls for a commercial mindset, strong negotiation ability, and hands-on ownership of engagement and loyalty outcomes.

Qualifications

• 5 to 8 years of experience managing a large distributed workforce.
• Excellent communication skills in English; Hindi is preferred.
• Prior work experience should be substantially based in the UAE.
• Experience in delivery businesses and close collaboration with riders is strongly preferred.
• Background in reducing attrition or building engagement initiatives is important.
• Ability to work with cross-functional stakeholders and communicate regularly with senior leadership.
• Experience designing loyalty programs or incentive initiatives.
• Experience building large-scale B2B partnerships, such as with banks, telecom companies, gyms, or retail brands.
• A practical, field-driven personality is expected.
• Strong analytical capability, including Excel and dashboard-based analysis.
• Exposure to logistics, ride-hailing, or FMCG field operations is beneficial.
• Commercial awareness and strong negotiation skills are required.