Fleet Retention Team Leader

elmenus is a venture-backed food discovery platform with a total of $25M+ in funding based in Egypt.

We are building the ultimate food platform that surfaces the best dishes in each city, in a personalized experience, connecting restaurants to the diners most passionate about what they have to offer. We are looking for the smartest, most impactful and passionate people to join our food loving team.

Job Summary:

As the Retention Lead in the Last Mile Department under the Acquisition and Retention Team, you will be responsible for developing and implementing strategies to retain our runners.

Your primary objective will be to ensure runner satisfaction, engagement, and loyalty through effective retention programs and initiatives. You will collaborate with cross-functional teams to address runner concerns, optimize their experience, and enhance their commitment to elmenus.

Key Responsibilities:

Retention Strategy Development:

• Design and execute retention strategies aimed at retaining more runners.
• Align retention efforts with overall runner acquisition and engagement strategies.

Driver Feedback Analysis:

• Collect and analyze feedback from runners to identify key issues and areas for improvement.
• Use insights from feedback to inform and refine retention strategies.

Program Implementation:

• Develop and implement retention programs and initiatives to enhance runner satisfaction and loyalty.
• Monitor the effectiveness of these programs and make data-driven adjustments as necessary.

Cross-Functional Collaboration:

• Work closely with Operations, Acquisition, Runner Support, and Performance teams to ensure a cohesive approach to runner retention.
• Coordinate with the Acquisition team and other internal teams to address operational challenges faced by runners.

Performance Tracking:

• Track and report on key performance indicators (KPIs) related to runner retention, such as turnover rates, engagement scores, and retention rates.
• Use data analytics to identify trends and develop actionable insights for continuous improvement.

Runner Communication:

• Develop and manage communication plans to engage with runners effectively.
• Implement personalized follow-up strategies to address runner concerns and ensure their satisfaction.
• Review runner earning disputes and ensure all deserving settlements are paid promptly.

Innovation and Improvement:

• Stay updated on industry trends and best practices in runner retention.
• Propose and test innovative solutions to improve the runner experience and retention rates.

Experience:

• Minimum of 3 years of experience in fleet retention, fleet management, or related roles within the logistics, transportation, or food delivery industries.
• Proven track record of developing and executing successful retention strategies.

Skills:

• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a cross-functional team environment.
• Proficiency in CRM tools and other fleet management tools.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.

Personal Attributes:

• Customer-centric mindset with a passion for enhancing the runner’s experience.
• Proactive and solution-oriented approach to problem-solving.
• Ability to thrive in a fast-paced and dynamic environment.