Manager Rider Experience & Engagement

About the role

Talabat is seeking a Manager Rider Experience & Engagement to lead the strategy for rider retention, loyalty and communication across its UAE operations. The role will shape the rider value proposition, design engagement programmes and build partnerships that enhance the overall rider experience.

Key responsibilities

• Own the rider churn reduction strategy, focusing on early‑life retention and defining a compelling Rider Value Proposition.
• Design and manage a structured loyalty framework, track KPIs such as churn %, retention rate, tenure trends and RSAT, and implement action plans to improve outcomes.
• Develop and execute an annual rider engagement roadmap, including recognition programmes and initiatives that foster a sense of belonging.
• Lead in‑app rider communications, ensure consistent messaging, and establish feedback mechanisms (surveys, focus groups) to translate insights into improvement actions.
• Develop and manage third‑party benefit partnerships (banks, telecom, gyms, retail) and monitor their impact on retention metrics.

Required profile

• 5‑8 years of experience managing large, distributed workforces, preferably within the UAE.
• Background in delivery, logistics or related field operations.
• Proven track record in reducing attrition, building engagement or loyalty programmes, and managing cross‑functional stakeholders.
• Strong analytical mindset with the ability to work with dashboards and data.

Required skills

• Excel