Driver Engagement Specialist

Company: GSM - Green SM

About GSM Kazakhstan
GSM Kazakhstan is a member of Green and Smart Mobility (GSM), a pioneering technology-driven transportation company committed to promoting sustainable mobility solutions. As part of a rapidly growing international ecosystem, GSM Kazakhstan delivers customer-centric transportation services, leveraging innovative technologies to enhance service quality and operational excellence.
About the Role
+ Green SM is an EV ride-hailing platform in Almaty, working directly with driver-partners to build a reliable and engaged driver network.
+ As a Driver Engagement Specialist, you will drive driver engagement and retention across onboarding, activation, incentives, communications, and community building.
+ You will work closely with Driver Operations, Marketing, Communications, L&D, and Marketplace teams to ensure drivers understand the platform, incentives, and key updates.
+ The ideal candidate understands ride-hailing dynamics, can engage a large driver base, run engagement campaigns, analyze driver behavior, and turn feedback into actionable initiatives.
Key Responsibilities
1. Driver Communication & Engagement
* Develop and execute communications for driver-partners through push notifications, in-app messages, messaging channels, SMS, offline materials, and other relevant channels.
* Communicate changes related to tariffs, commissions, bonuses, incentives, working conditions, operational policies, and platform updates.
* Develop targeted communications based on driver segments, activity levels, performance, and eligibility.
* Ensure driver communications are clear, timely, accurate, and aligned with the overall business strategy.
* Support campaigns aimed at increasing driver activation, online hours, trip completion, retention, and engagement.
2. Driver Incentive & Campaign Management
* Support the planning and execution of driver incentive programs, bonus campaigns, challenges, leaderboards, referral programs, and recognition initiatives.
* Coordinate campaign mechanics, eligibility criteria, communication plans, and execution timelines.
* Monitor campaign participation and identify opportunities to improve driver engagement.
* Work with Driver Operations and Marketplace teams to ensure incentive programs support business and supply objectives.
* Evaluate campaign effectiveness based on participation, cost, driver activity, and operational impact.
3. Driver Community Management
* Manage and moderate driver communication channels and online communities.
* Monitor driver sentiment, recurring complaints, operational issues, and emerging concerns.
* Collect driver feedback and coordinate with relevant teams to resolve issues or improve driver experience.
* Organize driver meetings, offline events, recognition programs, competitions, and community activities.
* Build strong relationships with active driver-partners and community representatives.
* Identify potential driver ambassadors and highly engaged drivers who can support community-building initiatives.
4. Driver Retention & Reactivation
* Monitor driver activity and identify inactive, low-activity, or at-risk drivers.
* Support targeted reactivation campaigns to bring inactive drivers back to the platform.
* Develop engagement initiatives to improve driver retention, activity frequency, and platform loyalty.
* Analyze reasons for driver churn and provide recommendations to improve the driver experience.
* Work with Driver Operations to address key operational pain points affecting driver retention.
5. Driver Data & Performance Reporting
* Analyze driver activity, online hours, completed trips, ratings, acceptance/cancellation behavior, incentive participation, and other relevant driver metrics.
* Segment drivers based on activity, performance, tenure, engagement, and eligibility.
* Prepare regular reports on driver engagement and campaign performance.
* Track key metrics such as:
* Driver activation and reactivation
* Active drivers
* Driver retention / churn
* Online hours
* Completed trips
* Incentive participation
* Campaign reach and conversion
* Cost per engaged driver
* Identify trends and provide data-driven recommendations to improve driver engagement and supply.
6. Vendor & Driver Program Management
* Source and evaluate vendors for driver rewards, merchandise, gift certificates, events, partner benefits, and engagement programs.
* Compare vendor proposals, negotiate commercial terms, and coordinate contracts with Legal and relevant stakeholders.
* Manage the full payment cycle, including invoice submission, approvals, payment, acts of completion, and e-invoices.
* Maintain an up-to-date tracker of vendors, contracts, payments, deadlines, and supporting documents.
* Ensure all vendor and engagement activities follow company policies and budget requirements.
7. Cross-functional Collaboration
* Work closely with Driver Operations, Marketplace, Marketing, Customer Service, Finance, Legal, and Product teams.
* Support the launch of new driver products, features, policies, incentive schemes, and operational initiatives.
* Translate operational or business changes into clear driver-facing communications.
* Coordinate multiple engagement projects simultaneously and ensure timely execution.
* Take ownership of assigned initiatives from planning → communication → execution → measurement → improvement.
Requirements
* 2+ years of relevant experience in ride-hailing, mobility, delivery, logistics, marketplace, or platform businesses.
* Experience in driver engagement, driver operations, driver communications, CRM, community management, retention, incentives, or marketplace operations is highly preferred.
* Experience working with a large user/driver base is a strong advantage.
* Fluent Kazakh and Russian, with strong professional and marketing communication skills.
* English is a plus.
* Strong Excel / Google Sheets skills and ability to work with operational data.
* Basic understanding of business documentation, including contracts, invoices, acts of completion, and e-invoices.
* Strong communication and interpersonal skills, particularly when working directly with driver-partners.
* Strong organizational and project management skills.
* Comfortable working in a fast-paced, data-driven, operational environment.
* Willingness to conduct field work and interact directly with drivers.
* Proactive, hands-on, detail-oriented, and able to take ownership from idea to execution.
Note:
+ Due to the high volume of applications received, only shortlisted candidates will be contacted for the next stage of the recruitment process.
+ We sincerely appreciate your interest in GSM Kazakhstan and thank all applicants for your time and consideration. We encourage you to apply for future opportunities that match your qualifications and career aspirations.
+ All applications and personal information submitted will be treated with strict confidentiality and handled in accordance with applicable data privacy regulations.

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