About this role
We are looking for a strategic and customer-centric Driver Operations Manager (Retention) to lead engagement, retention, and reactivation initiatives for our Intercity service. This role is responsible for maximizing driver lifetime value by increasing activity frequency, improving driver engagement, and building scalable retention mechanisms across the entire driver lifecycle. In this role, you will own the end-to-end retention strategy for existing drivers, leveraging data-driven insights, lifecycle marketing, and personalized communications to improve driver experience and business performance. You will work closely with Product, Analytics, Marketing, and Local Operations teams to design and execute initiatives that drive repeat activity, reduce churn, and strengthen driver loyalty. As a key contributor to the Intercity growth strategy, you will help build a sustainable and highly engaged supply base, ensuring long-term marketplace health and revenue growth. Develop and implement the retention strategy for the existing Intercity driver base, driving long-term engagement and activity growth. Own CRM communications across multiple channels, including push notifications, SMS, in-app messaging, and targeted segmented campaigns. Design and execute reactivation initiatives for inactive and declining-activity drivers, improving return rates and driver engagement. Lead driver marketing initiatives for the existing base, including promotions, incentives, special offers, and communication of product value propositions. Build driver segmentation frameworks and lifecycle communication journeys to deliver personalized and relevant experiences. Analyze churn drivers and identify opportunities to improve retention and reduce attrition. Partner closely with Product, Analytics, and Local Operations teams to develop and enhance retention mechanisms and engagement features. Launch and manage initiatives aimed at increasing repeat activity, trip frequency, and monetization of the current driver base. Monitor and evaluate key retention metrics, campaign performance, and driver behavior to identify growth opportunities and optimize initiatives. Drive a data-informed approach to lifecycle management by translating insights into actionable retention strategies.