Senior Operations Specialist-Driver Engagement
Posted:
About the Role
Drivers are the heart of Bolt. We’re looking for a highly analytical and execution-focused Senior Specialist – Driver Engagement to own the strategy and day-to-day execution of initiatives that improve driver engagement, loyalty, retention, and performance across Kenya. In this role, you will design and optimise loyalty and rewards programmes, build strategic partnerships that create tangible value for driver-partners, and leverage data-driven insights to improve the entire driver lifecycle. Working closely with local and global stakeholders, you will help ensure Bolt remains the platform of choice for drivers while driving measurable improvements in engagement, quality, and marketplace performance.
Main Tasks and Responsibilities
- Design, launch, and optimise driver loyalty, rewards, and engagement programmes that improve retention, online hours, and driver satisfaction.
- Build and manage strategic partnerships, including fuel, telecommunications, financing, healthcare, and other driver-benefit programmes.
- Plan and execute driver engagement events, training initiatives, and feedback sessions across multiple cities, measuring their impact on key operational metrics.
- Develop and maintain driver-facing training content and learning programmes that improve quality, compliance, safety, and platform adoption.
- Own driver lifecycle reporting and analytics, monitoring engagement, performance, sentiment, and retention trends to identify opportunities and risks.
- Manage driver communications across CRM channels and collaborate with cross-functional teams to deliver growth, quality, and special projects.
Qualifications
- Experience: 5+ years in partner operations, driver engagement, CRM, growth, marketplace operations, or a related analytical role.
- Analytical skills: Strong ability to work with large datasets, dashboards, and reporting tools to generate actionable insights.
- Project management: Experience building business cases, managing external partnerships, and driving initiatives from concept through execution.
- Multitasking: Hands-on experience managing multiple projects and stakeholders simultaneously in a fast-paced environment.
- Communication: Excellent communicator who can effectively engage both senior stakeholders and frontline driver-partners.
- Ownership: High level of ownership, initiative, and adaptability, with the ability to thrive in an ambiguous and rapidly changing environment.
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