Position Overview
About the opportunity 1. 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).
- Develop and execute action plans to improve retention and loyalty outcomes.
2. 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.
3. Rider Communications & Feedback