About the Role
Riders are the operational backbone of our business. Because retaining an active rider is exponentially more cost-effective than acquiring a new one, this role is critical to our global efficiency and bottom line.
As the Senior Manager, Rider Retention, you will own the strategic oversight of rider reactivation and retention across all Pandora (foodpanda, Yemeksepeti, foodora) markets. You will spearhead the global rider retention and loyalty platform, manage multi-million dollar incentive budgets, and use advanced A/B testing to optimize our incentive structures. Your primary goal is to reduce rider churn, maximize the ROI of our reactivation campaigns, and drive up our overall reactivation to churn percentage.
What You Will Do
Pandora Reactivation Strategy: Design, spearhead, and execute rider reactivation campaigns across all Pandora markets.
Budget & Target Ownership: Own the overarching rider incentive budgets. Set clear retention targets, allocate spend efficiently across markets, and ensure all initiatives align with company-wide profitability and efficiency goals.
Loyalty Platform Leadership: Act as the central business owner for the global rider retention and loyalty platform, collaborating directly with Product, Tech, and local Ops teams to build features that keep riders engaged.
Experimentation & Quest Optimization: Design and oversee robust A/B experiments to test various incentive structures. Tweak and continuously optimize "Quest" setups based on data to ensure we are driving the right behaviors without wasting budget.
Deep Churn Analytics: Conduct advanced churn analysis to identify exactly why existing riders are leaving. Translate these insights into actionable, preventative strategies to reduce overall fleet attrition.
Cross-Functional Alignment: Act as the central point of contact (POC) for local markets on all rider retention topics.
