Driver Lifecycle & Loyalty Manager

About the Role

As the Senior Manager, Driver Lifecycle & Loyalty, you will take the lead in shaping the long-term strategy and execution of how Gojek engages, retains, and grows our driver-partner base. This role offers the opportunity to solve some of the most complex and impactful challenges within Supply Operations, such as reducing churn, improving driver-partner satisfaction, and designing scalable engagement experiences.

You’ll be expected to build a cohesive lifecycle roadmap, introduce targeted engagement programs, and lead cross-functional initiatives that enhance driver performance and loyalty. You will work closely with senior stakeholders and influence decisions across Product, Operations, and Marketing. The ideal candidate will bring both strategic vision and operational rigor, along with a strong sense of ownership and a practical approach to problem-solving.

What you will do

• Strategic planning: Develop and lead a detailed driver lifecycle strategy, including a 12-month roadmap to deliver on key metrics such as retention, activation, and engagement. Lead the execution of end-to-end initiatives that support driver growth, engagement, and overall business objectives.
• Customer-centricity: Champion the voice of our driver-partners. Use data, feedback, and behavioral insights to design impactful lifecycle experiences from onboarding through to long-term engagement.
• Partnership & commercial management: Build and maintain strategic relationships to enhance benefits, support retention, and drive revenue. Lead commercial negotiations and manage the Driver Lifecycle P&L, ensuring initiatives are delivered on budget and meet financial goals.
• Analytics & reporting: Develop and maintain dashboards to track lifecycle performance. Monitor key metrics like churn, reactivation, and cohort health, and provide insights to inform strategic decisions and continuous improvement.
• Lifecycle marketing: Design and execute segmented communications across driver lifecycle. Deploy timely, personalized campaigns that drive engagement, retention, and loyalty. Collaborate cross-functionally with Product, Marketing, Analytics, and Operations to ensure alignment and execution.
• Program & process management: Scale and optimize lifecycle workflows to improve operational efficiency. Lead automation efforts, streamline internal coordination, and ensure compliance with policies and regulations.
• Experimentation & innovation: Lead A/B testing and lifecycle experiments across communication, benefits, and engagement strategies. Apply insights to improve products, operations, and platform experiences. Support broader supply initiatives, including business development pilots and strategic growth partnerships aimed at increasing the overall supply base.
• Leadership: Manage and mentor a high-performing team. Set clear goals, provide strategic direction, and foster a culture of ownership, collaboration, and continuous learning.

What you will need

• At least 6 years of experience in lifecycle, CRM, customer engagement, marketing, or operations roles — ideally in tech, logistics, or marketplace platforms.
• Proven track record of owning and executing lifecycle strategies that drive measurable impact on retention, engagement, and activation.
• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights and strategic decisions
• Demonstrated leadership experience, including managing high-performing teams and leading large-scale cross-functional initiatives.
• Ability to thrive in fast-paced, ambiguous environments and influence senior stakeholders across functions.
• Hands-on experience with CRM platforms and lifecycle automation tools.
• Customer-first mindset with a deep understanding of user segmentation, behavioral data, and designing impactful user journeys.
• Excellent communication and project management skills, with a focus on detail, execution, and stakeholder alignment.

About the Team

The Supply Operations team is a unit within the broader Singapore team at Gojek that leads our vision, strategy, execution, and tactics for the Singapore market. We are responsible for building and scaling strategies that help our driver-partners thrive. Think of us as the heartbeat of the platform experience, ensuring that every driver has the tools, support, and incentives to succeed.

We obsess over growth, retention, and driver satisfaction while having fun and pushing boundaries. We’re a team that values impact, experimentation, and camaraderie. If you enjoy taking ownership, solving messy problems, and working with a team that truly supports one another, you’ll fit right in.