Sr. Specialist Rider Experience

at  Talabat

Company Description
Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.
We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.
At talabat, we foster an innovative environment where our talabaty employees can strive to create a positive impact across the region through the use of our platform.
Job Description

TECHNICAL SKILLS

• 2- 3 years of relevant professional experience, Knowledge of the logistics or

transportation industry, particularly within the MENA region, is advantageous.

• Best practices knowledge in project management, rider engagement strategies, and partnership development
• Proficiency in Google Sheets and Google Slides
• Proficiency in data visualization and reporting tools including Tableau, Data Studio, and Looker, BigQuery (plus)

ROLE SUMMARY/ OVERVIEW

At Talabat the Rider Engagement Team is dedicated to nurturing Talabat’s relationship with riders, fostering a sense of community, and ensuring that riders remain at the core of our operations. As a Specialist Rider Experience, you will play a pivotal role within our Rider Experience and Engagement Team, reporting directly to the Sr. Manager of Rider Experience and Engagement for the region, Your primary focus will be on cultivating rider satisfaction and engagement through strategic initiatives and partnerships, while spearheading short-term
special projects aimed at elevating the overall rider experience.

ROLE SCOPE

• Contribute to building a strong rider community through innovative initiatives that promote loyalty, retention, and community service involvement. Promote a culture of care and empathy, reflecting the organization’s commitment to rider well-being and satisfaction.
• Continuously obtain and systematically organize rider feedback through surveys, focus groups, and competitive analysis. Ensure local teams are equipped to conduct effective focus groups and capture valuable insights for continuous improvement.
• Monitor and analyze rider experience metrics and feedback. Implement quality assurance processes to maintain high standards and ensure project deliverables meet or exceed expectations. Present high-level insights and actionable recommendations to executive leadership regularly.
• Implement and optimize Delivery Hero technology, tools, and data models for rider affairs. Provide data-driven insights to prioritize and develop new features on the product roadmap, enhancing efficiency and speed of internal processes.
• Oversee the execution and delivery of short-term special projects to improve rider satisfaction and engagement, focusing on rider deals and partnerships.
• Identify and cultivate strategic partnerships to enhance the rider value proposition, drive long-term engagement, and tailor exclusive benefits based on seasonal and macro-economic factors.
• Continuously evaluate project performance, seek opportunities for enhancement, and iterate on strategies to improve rider satisfaction and engagement.
• Collaborate with dispatch, logistics, product, engineering, regional and local operations, and marketing teams to ensure seamless project execution and alignment with company objectives. Serve as the key liaison among Delivery Hero, country logistics, and regional teams, managing both internal and external relations, including cross-functional teams and senior leadership.
  Qualifications