Sr. Specialist Rider Engagement

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.

Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

Job Description

WHAT’S ON YOUR PLATE?

1. Rider Retention & Churn Management

• Develop and implement strategies to improve rider retention and minimize churn across all operational zones.
• Work with performance team to conduct data analysis to identify churn patterns, early-warning indicators, and opportunities for intervention.
• Collaborate with Operations, 3PL/Vendor Management, and Rider Support teams to execute targeted retention initiatives.

2. Rider Satisfaction & Value Proposition Insights

• Manage the regular Rider Satisfaction, NPS, and Value Proposition surveys.
• Track satisfaction KPIs and identify key pain points impacting rider experience.
• Conduct root-cause analysis using quantitative and qualitative data.
• Present insights and recommendations to senior leadership and cross-functional stakeholders.

3. Action Planning & Continuous Improvement

• Translate insights and root causes into clear, practical action plans tackling experience gaps.
• Coordinate with cross-functional teams (Operations, Finance, Marketing, Dispatch & 3PL Partners) to implement and monitor improvement initiatives.
• Measure the impact of implemented actions and adjust approach as needed.

4. Partnerships & Rider Benefits Ownership

• Co-lead the process of identifying, negotiating, and finalizing partnerships that enhance rider benefits (e.g., telco, insurance, retail, mobility, health, financial services).
• Build strong relationships with external partners to deliver sustainable and high-value benefit programs.
• Ensure all partnership benefits are aligned with talabat’s rider value proposition and provide clear ROI.

5. Stakeholder Management & Communication

• Maintain strong collaboration with internal teams such as Dispatch, Marketing, Finance, and Legal to support new initiatives.
• Communicate updates, insights, and performance results to relevant teams and leadership.
• Support high-impact events and engagement activities related to rider appreciation and community building.

Qualifications

WHAT DID WE ORDER?

• Bachelor’s degree in Business, Operations, Marketing, or related field.
• 4–6 years of experience in community management, engagement, operations, or partnerships (preferably in tech, delivery, logistics, or marketplace environments).
• Strong analytical skills with experience interpreting churn, retention, or behavioral data.
• Excellent negotiation and partnership management capabilities.
• Strong communication skills with the ability to engage different stakeholders.
• Structured, detail-oriented, and able to manage multiple projects simultaneously.

Preferred:

• Experience working with frontline workforce (riders, drivers, couriers).
• Background in rider experience or value proposition design.
• Ability to run surveys, analyze feedback, and convert insights into action.

Additional Information