Senior Manager, Rider Retention

Company Description

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

About the Role

Riders are the operational backbone of our business. Because retaining an active rider is exponentially more cost-effective than acquiring a new one, this role is critical to our global efficiency and bottom line.

As the Senior Manager, Rider Retention, you will own the strategic oversight of rider reactivation and retention across all Pandora (foodpanda, Yemeksepeti, foodora) markets. You will spearhead the global rider retention and loyalty platform, manage multi-million dollar incentive budgets, and use advanced A/B testing to optimize our incentive structures. Your primary goal is to reduce rider churn, maximize the ROI of our reactivation campaigns, and drive up our overall reactivation to churn percentage.

What You Will Do

• 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.
• 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.

Qualifications

• Experience: 6+ years of experience in Operations Analytics, Growth, CRM Analytics, or Business Analytics, preferably within the gig economy, mobility, or quick-commerce sectors.
• Behavioral Economics Expertise: Deep understanding of gig-worker behavior, incentive modeling, and what drives rider loyalty and engagement.
• Analytical Rigor: Proven ability to run complex churn analyses, interpret large datasets, and design statistically significant A/B tests. SQL/Python skills are a strong plus.
• Financial Acumen: Experience managing large-scale budgets and a track record of driving down acquisition or retention costs
• Global Stakeholder Management: Ability to influence and align diverse stakeholders across Product, Tech, and local operations across multiple international markets.
• Strategic Execution: You are a builder. You can zoom out to design a global loyalty platform, but also zoom in to fix a broken incentive quest in a specific market.

Additional Information

• A hybrid work model: 2 days minimally work from office
• A dynamic and challenging work environment
• A company committed to developing you personally and professionally
• A great working atmosphere with regular company and team events
• A vibrant and international team committed to diversity and inclusion
• Responsibility from day one in a fast growing and global company
• Other benefits include free food, health and dental insurance, and learning and development opportunities!