Rider Experience & Engagement Architect

talabat

Manama

On-site

BHD 18,000 - 36,000

Full time

14 days+

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Job summary

Talabat, part of Delivery Hero Group, is seeking a leader to own rider training, onboarding, and health & safety initiatives in our Bahrain operations. You will design curricula, optimize onboarding, refresh training content, and pilot modern formats like digital learning and AI-assisted tools.

You will define metrics, manage budgets, and ensure trainer certification while driving rider engagement and loyalty initiatives.

Qualifications

5–8 years experience managing large distributed workforce.
Experience reducing attrition or building engagement programs.
Strong analytical skills (Excel / dashboards).
Experience managing cross-functional stakeholders.
Experience launching incentive or loyalty initiatives.
Field-oriented personality.
Experience building B2B partnerships (banks, telecom, gyms, retail).
Background in logistics, ride-hailing, or FMCG field ops.
Experience in loyalty program design.
Commercial mindset (negotiation skills).

Responsibilities

Own the end-to-end training process, setting standards, curricula, and delivery protocols for all rider training programs.
Design and continuously improve the onboarding journey to create a smooth, engaging first experience for new riders.
Review and refresh training materials on an ongoing basis to keep content accurate, relevant, and effective.
Identify and pilot creative, modern training delivery formats (e.g. digital learning, gamification, video, peer-to-peer coaching, AI-assisted learning tools).
Define metrics to evaluate training effectiveness (completion rates, assessment scores, time-to-first-delivery) and act on the findings.
Monitor and maintain Academy performance, manage day-to-day facility operations, and oversee instructor/trainer capability and certification.
Track and report on training KPIs to leadership, and manage the training budget.
Step in personally to deliver theoretical training sessions when needed.
Rider Engagement: Develop and execute initiatives that improve overall rider satisfaction and long-term retention.
Continuously strengthen the rider value proposition in line with market and competitor benchmarks.
Build and manage partnerships and deals with third-party vendors to provide meaningful benefits and discounts to riders.
Own rider communication channels and messaging strategy, ensuring riders are informed, heard, and engaged.
Establish structured feedback loops (surveys, focus groups, town halls) to capture the voice of the rider and feed insights into Operations and Product.
Plan and execute rider-facing marketing campaigns and initiatives across social media and other channels.
Design and deliver creative rider events and recognition/rewards programs that build community and loyalty.
Lead initiatives to reduce rider accidents and improve overall road safety performance.
Drive vehicle safety programs, including safety gear, equipment standards, and partnerships with vehicle/OEM providers.
Own the practical training area at the Academy, including its upkeep, maintenance, and safe operation.
Design, implement, and continuously improve rider safety initiatives, protocols, and compliance with local road-safety regulations.
Lead incident investigation and reporting, coordinating with insurance and compliance stakeholders as needed.
Support the team in delivering practical, hands-on training when required.