Perform front-line operational duties across the Rides Operations department to maintain up-to-date practical knowledge, support peak periods, and serve as a role model for operational excellence and safety compliance.
Diploma with at least one year of hands-on experience in delivering on-the-job training, preferably within a service-oriented or operational environment.
Professional certifications in training, or related disciplines (e.g. ACTA/ACLP) will be highly advantageous.
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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.
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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.
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