Driver Operations Manager (Retention)

Key Responsibilities

• Develop and implement the retention strategy for the existing Intercity driver base, driving long-term engagement and activity growth.
• Own CRM communications across multiple channels, including push notifications, SMS, in-app messaging, and targeted segmented campaigns.
• Design and execute reactivation initiatives for inactive and declining-activity drivers, improving return rates and driver engagement.
• Lead driver marketing initiatives for the existing base, including promotions, incentives, special offers, and communication of product value propositions.
• Build driver segmentation frameworks and lifecycle communication journeys to deliver personalized and relevant experiences.
• Analyze churn drivers and identify opportunities to improve retention and reduce attrition.
• Partner closely with Product, Analytics, and Local Operations teams to develop and enhance retention mechanisms and engagement features.
• Launch and manage initiatives aimed at increasing repeat activity, trip frequency, and monetization of the current driver base.
• Monitor and evaluate key retention metrics, campaign performance, and driver behavior to identify growth opportunities and optimize initiatives.
• Drive a data-informed approach to lifecycle management by translating insights into actionable retention strategies.

Qualifications

• 5+ years of experience in CRM, Retention, Lifecycle Marketing, Growth, or Driver/Rider Marketing roles.
• Proven experience managing and engaging an existing user base through segmentation, personalized communications, and lifecycle initiatives.
• Strong understanding of retention metrics and growth levers, including churn, reactivation, engagement, frequency, and lifetime value.
• Advanced analytical capabilities, including cohort analysis, LTV modeling, impact measurement, and campaign performance evaluation.
• Strong data skills with the ability to independently extract, analyze, and interpret data using SQL and BigQuery for segmentation, retention tracking, and KPI monitoring.
• Hands-on experience launching CRM campaigns and measuring their business impact and effectiveness.
• Strong cross-functional collaboration skills with experience working closely with Product, Analytics, Marketing, and Operational teams.
• Structured problem-solving approach, ownership mindset, and the ability to thrive in fast-paced, data-driven environments.
• Experience in ride-hailing, delivery, marketplaces, subscription businesses, or other repeat-usage products is highly preferred.
• Excellent communication and stakeholder management skills with the ability to influence decisions through data and customer insights.

Why Join Us

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.