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).
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.
Rider Communications : Own in‑app rider communication strategy and governance. Ensure clear, consistent, and aligned messaging. Establish structured rider feedback mechanisms – surveys and focus groups. Translate insights int...