Senior manager, Rider Retention (Regional) at Delivery Hero

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Analytics, Growth Analytics, CRM Analytics, Business Analytics, Behavioral Economics, Incentive Modeling, Churn Analysis, A/B Testing, SQL, Python, Budget Management, Stakeholder Management, Strategic Execution, Rider Retention, Loyalty Platform Management, Data Interpretation

Industry

technology;Information and Internet

Description

Company Description foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description About the Role Riders are the operational backbone of our business. Because retaining an active rider is exponentially more cost-effective than acquiring a new one, this role is critical to our global efficiency and bottom line. As the Senior Manager, Rider Retention, you will own the strategic oversight of rider reactivation and retention across all Pandora (foodpanda, Yemeksepeti, foodora) markets. You will spearhead the global rider retention and loyalty platform, manage multi-million dollar incentive budgets, and use advanced A/B testing to optimize our incentive structures. Your primary goal is to reduce rider churn, maximize the ROI of our reactivation campaigns, and drive up our overall reactivation to churn percentage. What You Will Do Pandora Reactivation Strategy: Design, spearhead, and execute rider reactivation campaigns across all Pandora markets. Budget & Target Ownership: Own the overarching rider incentive budgets. Set clear retention targets, allocate spend efficiently across markets, and ensure all initiatives align with company-wide profitability and efficiency goals. Loyalty Platform Leadership: Act as the central business owner for the global rider retention and loyalty platform, collaborating directly with Product, Tech, and local Ops teams to build features that keep riders engaged. Experimentation & Quest Optimization: Design and oversee robust A/B experiments to test various incentive structures. Tweak and continuously optimize "Quest" setups based on data to ensure we are driving the right behaviors without wasting budget. Deep Churn Analytics: Conduct advanced churn analysis to identify exactly why existing riders are leaving. Translate these insights into actionable, preventative strategies to reduce overall fleet attrition. Cross-Functional Alignment: Act as the central point of contact (POC) for local markets on all rider retention topics. Qualifications Experience: 6+ years of experience in Operations Analytics, Growth, CRM Analytics, or Business Analytics, preferably within the gig economy, mobility, or quick-commerce sectors. Behavioral Economics Expertise: Deep understanding of gig-worker behavior, incentive modeling, and what drives rider loyalty and engagement. Analytical Rigor: Proven ability to run complex churn analyses, interpret large datasets, and design statistically significant A/B tests. SQL/Python skills are a strong plus. Financial Acumen: Experience managing large-scale budgets and a track record of driving down acquisition or retention costs Global Stakeholder Management: Ability to influence and align diverse stakeholders across Product, Tech, and local operations across multiple international markets. Strategic Execution: You are a builder. You can zoom out to design a global loyalty platform, but also zoom in to fix a broken incentive quest in a specific market. Additional Information A hybrid work model: 2 days minimally work from office A dynamic and challenging work environment A company committed to developing you personally and professionally A great working atmosphere with regular company and team events A vibrant and international team committed to diversity and inclusion Responsibility from day one in a fast growing and global company Other benefits include free food, health and dental insurance, and learning and development opportunities!

Responsibilities

Lead the strategic oversight of rider reactivation and retention across all Pandora markets to reduce churn and maximize ROI. Manage multi-million dollar incentive budgets and collaborate with Product and Tech teams to develop a global rider loyalty platform.