Job Title
Courier Growth & Engagement Manager
We are looking for a Courier Lifecycle & Engagement Manager to own the engagement, retention and performance of our courier base after onboarding.
This role focuses on turning newly onboarded couriers into active, engaged and high-performing delivery partners.
You will work at the intersection of operations, data and communications, designing and executing initiatives that improve courier activation, retention and productivity.
You will also own the courier communication strategy, ensuring that messaging, campaigns and lifecycle communications effectively drive engagement and activity.
This is a hands‑on role combining analytics, operational execution and communication strategy.
Qualifications
* Highly analytical but operationally hands‑on
* Comfortable designing and executing engagement initiatives
* Capable of managing communication campaigns and behavioural programmes
* Able to translate insights into operational actions quickly
* 3–6 years experience in operations, growth, marketplace or mobility businesses
* Strong analytical mindset
* Experience working with operational or engagement metrics
* Comfortable with data tools (SQL, or analytics dashboards)
* Strong communication and campaign management skills
* Ability to drive operational initiatives end‑to‑end
Nice to Have
* Experience in logistics, delivery, mobility or marketplace businesses
* Experience in lifecycle marketing or engagement programmes
* Experience managing operational communications at scale
Responsibilities
Courier Engagement & Retention
* Own initiatives to increase courier engagement and activity levels.
* Reduce early churn and inactive driver fleets.
* Improve the conversion from newly onboarded couriers to active delivery partners.
* Design engagement programmes that increase commitment and delivery activity.
Rookie‑to‑Champion Conversion
* Identify why newly onboarded couriers do not start delivering or drop off early.
* Build activation programmes to convert rookies into active and high‑performing couriers.
* Improve commitment ratio and early lifecycle performance.
Courier Communication Strategy
* Own the end‑to‑end communication strategy with couriers.
* Design lifecycle communications across the courier journey.
* Improve clarity and transparency of communications.
* Test and optimise communication effectiveness.
* Ensure communications drive behavioural change and engagement, not just information.
Communication channels may include:
* In‑app notifications
* SMS
* Operational announcements
* Surveys and feedback loops
Lifecycle Campaign Execution
* Launch and manage campaigns to activate inactive couriers.
* Support incentive campaigns designed by the Courier Strategy team.
* Coordinate with City Operations to ensure initiatives match operational needs.
* Continuously test and optimise engagement initiatives.
Data‑Driven Performance Management
* Analyse courier behaviour and performance data.
* Identify drivers of engagement, inactivity and churn.
* Track key lifecycle metrics including:
* Commitment ratio
* Active vs inactive couriers
* Early churn
Cross‑Team Collaboration
* Supply & Onboarding teams
* City Operations teams
* Courier Strategy & Incentives team
* Data & Automation teams
* Quality & Compliance team
Benefits
* Work in an international, dynamic and passionate environment with a company culture focused on learning and development
* Hybrid working model and flexible hours
* Ticket Restaurant by Edenred (€11 daily)
* Private healthcare provided by Alan
* Free monthly Bicing card for non‑remote workers
* Social activities and events, including family day, regular community lunch, ceramic class, yoga and gardening class
* Work‑from‑Abroad policy allowing 30 days per year working from anywhere
Equal Opportunity Statement
Stuart is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
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