Position Overview:

We are looking for a highly motivated and proactive Rider/Driver Engagement Specialist to join our team. This role will be instrumental in developing and executing rider engagement strategies that promote satisfaction, retention, and overall positive experiences for both riders and drivers. The ideal candidate will have a strong understanding of community engagement, performance tracking, and marketing initiatives, as well as a passion for creating a positive and productive work environment for our fleet.

Key Responsibilities:

Engagement/Event/Activation and Fieldwork Duties:

• Assist in the development and implementation of rider engagement initiatives aimed at enhancing satisfaction, retention, and community loyalty.
• Support the creation of an engagement strategy, budget, and plans to ensure top-tier rider community engagement.
• Collaborate with Operations and Marketing teams to brainstorm and implement creative ways to engage, recognize, and communicate with the fleet.
• Organize virtual and in-person meetings, training sessions, and events to foster employee engagement and ensure riders and drivers feel connected and valued.
• Ensure that engagement and retention strategies are effectively executed at the local level, adhering to regional nuances and needs.
• Work closely with Marketing and Events teams to plan and execute rider and driver-focused events and community-building activities.
• Assist in the onboarding and orientation of new riders/drivers, ensuring a smooth integration and adherence to company processes and standards.
• Partner with Driver Operations to engage new drivers ahead of their first day and ensure seamless coordination during the handoff to the Operations Team.

Engagement Performance:

• Monitor, track, and evaluate the performance of engagement initiatives to ensure they are having a positive impact on rider behavior and booking performance.
• Take ownership of the rider lifecycle strategy, ensuring alignment of all engagement-related activities with rider training, performance metrics, and retention goals.
• Build and refine scalable processes to manage rider quality and performance, balancing both hyperlocal needs and company-wide efficiencies.
• Work closely with Management and cross-functional teams to align engagement initiatives with broader company goals and objectives.

Marketing-Related Tasks:

• Support the Social Media Content Creator in managing community channels, crafting engaging posts, and ensuring regular communication with the rider community.
• Collaborate with Marketing Events teams to support event planning, project management, and seamless execution of rider-focused events and campaigns.
• Work with the PR and Communications teams to draft and disseminate content related to events, campaigns, and programs targeting riders and drivers.
• Collaborate with the Marketing Creative team to produce high-quality visual content (flyers, key visuals, and social media assets) for promoting new initiatives, events, and engagement programs.

Rider/Driver Survey & Feedback:

• Serve as the primary point of contact for riders and drivers with questions or concerns about engagement initiatives.
• Collect and analyze feedback from riders through various channels, including phone calls, surveys, and focus groups, to identify areas for improvement and actionable insights.
• Conduct in-depth engagement activities, such as focus groups, partner promotions, and large-scale events, to foster strong relationships and gather feedback.
• Use feedback from riders to identify recurring issues and communicate actionable insights to relevant teams for follow-up and resolution.
• Conduct "stay interviews" with riders and drivers to help inform and enhance retention strategies.
• Leverage employee survey data to assess overall engagement levels, pinpoint areas of improvement, and develop tailored action plans to enhance retention and engagement.

Required Skills & Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience).
• 2+ years of experience in community engagement, marketing, or operations, preferably within the transportation, mobility, or customer service industries.
• Strong understanding of rider/driver engagement metrics, performance tracking, and lifecycle management.
• Excellent written and verbal communication skills with the ability to create compelling content and connect with diverse audiences.
• Experience in organizing events, trainings, and community-building activities, both virtually and in person.
• Strong organizational skills with the ability to manage multiple projects simultaneously and meet deadlines.
• Ability to analyze and synthesize feedback, translating it into actionable insights for continuous improvement.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with social media management and content creation tools.
• Demonstrated ability to work collaboratively across teams (Operations, Marketing, PR, etc.) to achieve common goals.

Preferred Skills:

• Experience with CRM or engagement platforms.
• Familiarity with data analysis tools and ability to generate reports on engagement and performance metrics.
• Knowledge of the local market dynamics and regional differences that impact rider/driver behavior and engagement strategies.

Job Type: Full-time

Benefits:

• Company events
• Flextime
• Opportunities for promotion
• Paid training

Ability to commute/relocate:

• Kapitolyo 1603 P00: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How much is your expected salary?
• How soon can you start?

Work Location: In person