Driver Lifecycle & Loyalty Manager
Job Summary
Job Description
As the Senior Manager, Driver Lifecycle & Loyalty, you will shape the long-term strategy and execution of how Gojek engages, retains, and grows its driver-partner base. This role involves solving complex challenges like reducing churn, improving driver-partner satisfaction, and designing scalable engagement experiences. You will build a cohesive lifecycle roadmap, introduce targeted engagement programs, and lead cross-functional initiatives to enhance driver performance and loyalty, working closely with senior stakeholders across Product, Operations, and Marketing. The ideal candidate will possess strategic vision, operational rigor, a strong sense of ownership, and a practical approach to problem-solving.
Must have:
- At least 6 years in lifecycle, CRM, customer engagement, marketing, or operations roles.
- Proven track record of executing lifecycle strategies that impact retention and engagement.
- Strong analytical and problem-solving skills for data-driven decisions.
- Demonstrated leadership experience managing teams and cross-functional initiatives.
- Ability to thrive in fast-paced, ambiguous environments and influence senior stakeholders.
- Hands-on experience with CRM platforms and lifecycle automation tools.
- Customer-first mindset with understanding of user segmentation and journeys.
- Excellent communication and project management skills with focus on execution.
Good to have:
- Experience in tech, logistics, or marketplace platforms.
- Experience in designing and executing segmented communications.
- Ability to lead A/B testing and lifecycle experiments.
7 skills required
Job Details
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.
- 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.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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