Assistant Operations Manager - Driver Retention and Offline Presence

**About the company:** Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. **About the role:** The **Assistant Driver Operations Manager for Driver Retention and Offline Presence** is responsible for improving driver engagement, satisfaction, productivity, and long-term retention across the Lalamove platform. The role also oversees the Offline Presence team across all cities ensuring strong execution of programs that bring our brand to life on the ground and maximize our brand visibility on the road through our driver partners. ### What You'll Do: **Driver Retention & Engagement:** - Develop and implement driver retention strategies to improve active driver rates and reduce churn - Design and execute engagement programs, incentive campaigns, recognition initiatives, and loyalty programs - Conduct proactive outreach to at-risk, inactive, and churned drivers to drive reactivation. - Build strong relationships with driver communities and serve as their voice within the organization **Driver Experience Management:** - Gather and analyze driver feedback through surveys, interviews, focus groups, and field interactions. - Identify root causes of driver dissatisfaction and recommend solution - Coordinate with internal stakeholders to resolve operational, earnings, platform, and support-related concerns - Ensure drivers feel supported, informed, and valued throughout their journey with Lalamove **Offline Presence:** - Performance Management: Oversees the offline branding target achievement through consistent implementation of various branding initiatives across all serviceable areas of Lalamove, together with our driver partners - Compliance: Ensures internal processes are compliant with external regulatory agencies, and internal policies. - Operations: Plan, coordinate, and monitor daily field operations across hubs and partner locations, and identify operational gaps and continuously improve processes and SOPs ### What We Seek: - Strong analytical skills with experience using Excel, Google Sheets, CRM, Tableau, or similar reporting tools. - Business Acumen: Ability to think analytically and critically; conducting market research to identify trends and opportunities. - Excellent communication and stakeholder management skills; with good executive presence to engage C-suite leaders and significant stakeholders. - Project Management: Proficient in managing multiple complex tasks and projects while meeting tight implementation timelines. ### What You'll Need: - Bachelor’s Degree in Industrial Engineering, Business Management, or related degrees. - At least 3 years of relevant leadership experience in driver operations, community management, customer retention, account management, or logistics operations - Willingness to work onsite full-time in the Paranaque office.