Engagement & Channels Lead
Careem
Karachi, Pakistan
1d ago

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.

Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.

The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.

Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

ABOUT THE ROLE

Supreme Customer Service is fundamental at Careem, and we want to wow our Captains (drivers) every time! The purpose of the Engagement & Channels Lead role is to assist the local Operations teams in doing just that.

You will be responsible for making bold decisions and working in an agile way to deliver a first-class service.

As an Engagement & Channels Lead in Careem, you will have the chance to grow in different business areas and understand the core strategies underlying marketing, sales, customer relations, problem solving and analysis.

You will be responsible for handling the core of our business which is our captains. The Engagement & Channels Lead will mainly be handling key day-to-day activities that will assist the team in the growth, performance, and quality of the supply.

An Engagement & Channels Lead day-to-day responsibilities include, but are not limited to :

  • Maintaining day-to-day records of supply growth, performance, and quality with regular analysis and reporting of findings
  • Captain recruitment through different channels
  • Troubleshooting supply problems, analyses and reporting of the issues, solving and assisting in the implementation of solutions.
  • Monitoring SLAs for tickets resolutions.
  • Ensuring our Captains follow the Careem quality standards.
  • Training Captains on our technology and customer service experience standards
  • Drive effective captain loyalty and engagement programs to ensure strong captain retention and increase captain lifetime value
  • Provide analytical support to the team.
  • Stakeholder management
  • Lead and develop a team of high performers
  • About you

    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 :

  • Ability to get hands-on in a complex operational environment
  • Ability to manage multiple tasks and work to tight deadlines
  • MS Excel analysis and reporting tools (high proficiency)
  • Excellent technical proficiency, literacy skills and a competent computer user
  • Experience working within a similar role is highly desirable
  • Experience working within the technology industry / start-up environment is highly desirable
  • Educated to BS level (or equivalent) within a subject relevant to the position
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