Driver Operations Manager (Retention) – Kazakhstan
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.
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.
- 5+ years of experience in CRM, Retention, Lifecycle Marketing, Growth, or Driver/Rider Marketing roles.
- Proven experience managing and engaging an existing user base through segmentation, personalized communications, and lifecycle initiatives.
- Strong understanding of retention metrics and growth levers, including churn, reactivation, engagement, frequency, and lifetime value.
- Advanced analytical capabilities, including cohort analysis, LTV modeling, impact measurement, and campaign performance evaluation.
- Strong data skills with the ability to independently extract, analyze, and interpret data using SQL and BigQuery for segmentation, retention tracking, and KPI monitoring.
- Hands-on experience launching CRM campaigns and measuring their business impact and effectiveness.
- Strong cross-functional collaboration skills with experience working closely with Product, Analytics, Marketing, and Operational teams.
- Structured problem-solving approach, ownership mindset, and the ability to thrive in fast-paced, data-driven environments.
- Experience in ride-hailing, delivery, marketplaces, subscription businesses, or other repeat-usage products is highly preferred.
- Excellent communication and stakeholder management skills with the ability to influence decisions through data and customer insights.
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
