Driver Engagement Specialist

Key Responsibilities

1. Driver Communication & Engagement

• Develop and execute communications for driver-partners through push notifications, in-app messages, messaging channels, SMS, offline materials, and other relevant channels.

• Communicate changes related to tariffs, commissions, bonuses, incentives, working conditions, operational policies, and platform updates.

• Develop targeted communications based on driver segments, activity levels, performance, and eligibility.

• Ensure driver communications are clear, timely, accurate, and aligned with the overall business strategy.

• Support campaigns aimed at increasing driver activation, online hours, trip completion, retention, and engagement.

2. Driver Incentive & Campaign Management

• Support the planning and execution of driver incentive programs, bonus campaigns, challenges, leaderboards, referral programs, and recognition initiatives.

• Coordinate campaign mechanics, eligibility criteria, communication plans, and execution timelines.

• Monitor campaign participation and identify opportunities to improve driver engagement.

• Work with Driver Operations and Marketplace teams to ensure incentive programs support business and supply objectives.

• Evaluate campaign effectiveness based on participation, cost, driver activity, and operational impact.

3. Driver Community Management

• Manage and moderate driver communication channels and online communities.

• Monitor driver sentiment, recurring complaints, operational issues, and emerging concerns.

• Collect driver feedback and coordinate with relevant teams to resolve issues or improve driver experience.

• Organize driver meetings, offline events, recognition programs, competitions, and community activities.

• Build strong relationships with active driver-partners and community representatives.

• Identify potential driver ambassadors and highly engaged drivers who can support community-building initiatives.

4. Driver Retention & Reactivation

• Monitor driver activity and identify inactive, low-activity, or at-risk drivers.

• Support targeted reactivation campaigns to bring inactive drivers back to the platform.

• Develop engagement initiatives to improve driver retention, activity frequency, and platform loyalty.

• Analyze reasons for driver churn and provide recommendations to improve the driver experience.

• Work with Driver Operations to address key operational pain points affecting driver retention.

5. Driver Data & Performance Reporting

• Analyze driver activity, online hours, completed trips, ratings, acceptance/cancellation behavior, incentive participation, and other relevant driver metrics.

• Segment drivers based on activity, performance, tenure, engagement, and eligibility.

• Prepare regular reports on driver engagement and campaign performance.

• Track key metrics such as:

• Driver activation and reactivation

• Active drivers

• Driver retention / churn

• Online hours

• Completed trips

• Incentive participation

• Campaign reach and conversion

• Cost per engaged driver

• Identify trends and provide data-driven recommendations to improve driver engagement and supply.

6. Vendor & Driver Program Management

• Source and evaluate vendors for driver rewards, merchandise, gift certificates, events, partner benefits, and engagement programs.

• Compare vendor proposals, negotiate commercial terms, and coordinate contracts with Legal and relevant stakeholders.

• Manage the full payment cycle, including invoice submission, approvals, payment, acts of completion, and e-invoices.

• Maintain an up-to-date tracker of vendors, contracts, payments, deadlines, and supporting documents.

• Ensure all vendor and engagement activities follow company policies and budget requirements.

7. Cross-functional Collaboration

• Work closely with Driver Operations, Marketplace, Marketing, Customer Service, Finance, Legal, and Product teams.

• Support the launch of new driver products, features, policies, incentive schemes, and operational initiatives.

• Translate operational or business changes into clear driver-facing communications.

• Coordinate multiple engagement projects simultaneously and ensure timely execution.

• Take ownership of assigned initiatives from planning → communication → execution → measurement → improvement.

Requirements

• 2+ years of relevant experience in ride-hailing, mobility, delivery, logistics, marketplace, or platform businesses.

• Experience in driver engagement, driver operations, driver communications, CRM, community management, retention, incentives, or marketplace operations is highly preferred.

• Strong understanding of the ride-hailing business model and driver-partner ecosystem.

• Experience working with a large user/driver base is a strong advantage.

• Fluent Kazakh and Russian, with strong professional and marketing communication skills.

• English is a plus.

• Strong Excel / Google Sheets skills and ability to work with operational data.

• Basic understanding of business documentation, including contracts, invoices, acts of completion, and e-invoices.

• Strong communication and interpersonal skills, particularly when working directly with driver-partners.

• Strong organizational and project management skills.

• Comfortable working in a fast-paced, data-driven, operational environment.

• Willingness to conduct field work and interact directly with drivers.

• Proactive, hands-on, detail-oriented, and able to take ownership from idea to execution.

Preferred Background

Candidates with experience from ride-hailing, delivery, mobility, logistics, or marketplace platforms are strongly preferred, particularly those who have worked with driver-partners or large operational user communities.

Relevant experience may include:

• Driver Engagement / Driver Experience

• Driver Operations

• Driver Retention / Reactivation

• CRM / Lifecycle Marketing

• Incentive & Loyalty Programs

• Community Management

• Marketplace Operations

• User / Partner Communications

• Supply Operations

Key Competencies

• Driver engagement & retention

• Ride-hailing marketplace understanding

• Driver communications

• Incentive & campaign management

• Community management

• Data analysis & reporting

• Project coordination

• Stakeholder management

• Vendor management

• Problem-solving

• Strong execution and ownership

• Attention to detail