Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation.

Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region

About the Role:  

We are looking for a dynamic Supply Lead Experience to work with Country Operations team and managing the following day to day responsibilities: 

  • Defining and owning a unified CX journey across all interactions for Captains and Customers
  • Identify automation and process improvement opportunities through data analysis and stakeholder feedback 
  • Build collaborative relationships with process owners, establishing working groups and workshops as required 
  • Ensure best practices are integrated into each design and consensus is reached on appropriate end-to-end solutions 
  • Ensure workflows are designed with efficiency, operational effectiveness and continuous service improvement in mind  
  • Recommend structured win-backs for detractors
  • Lead engagement campaigns managing end to end process (Including events)
  • Explore strategic partnerships opportunities for captain benefits
  • Design and organize earnings workshops for the better education of captains
  • Manage the day to day communication
  • Launch Loyalty initiatives
  • Supervise OC experience (branding, layout, front end agent training)
  • Experience with the product
  • Configurations of Product Market Fit to reduce friction for captains
  • Provides inputs into overall planning and budgeting process

Key Performance Indicators:  

  • Captain Happiness
  • Captain Experience 
  • Captain Support 
  • Captain Marketing 

Requirement Summary:

The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications include:

  • Target driven and ability to drive meeting of very aggressive targets
  • Strong commercial sense, sharp problem solver and ability to get things done
  • Strong business development and relationship building skills
  • 3-4 year prior experience of managing the similar portfolio in a fast paced environment  
  • MBA from a leading business school

Apply for this Job

* Required

File   X
File   X