Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.
Overview
Managing Captain end to end experience. The purpose of the role is to provide a well built process to handling Captain Communications and building communication campaigns, while keeping the voice of Captain as a guiding force to provide the best experience to help Captains.
Key tasks
- Maintain Captain experience by ensuring the right communication strategy is used and delivered
- Creatively design and deliver engaging Captain communications (written and visual)
- Lead a periodic round of Captain satisfaction surveys and identify the areas of improvement (NPS, CSAT)
- Lead stakeholders discussions on policies and ensure to align on the expectation
- Lead go to market projects and comms on several services, products & policy updates
- Create Care knowledge assessments and analyse the results to identify knowledge gap opportunities
- Collaborate in enhancing the training by providing materials and knowledge
- Conduct focus groups, refreshers and lead policy hackathon sessions
Key skills and requirements:
- Proven ability to map processes and untie flow roadblocks
- Captain centric mindset and data driven
- Excellent communication and leadership skills
- A minimum of 2 years’ experience in a senior role in process or experience design or a related field especially in customer service/call centre industry.
- Ability to stakeholder management
- Strong writing skills
- Ability to speak English fluently
What we’ll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:
- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.