Delivery Associate Experience & Retention Lead

Role Objectives:

To lead the end-to-end experience, satisfaction, and retention of Breadfast’s Delivery Associates (DAs), ensuring their engagement and loyalty through lifecycle optimization, communication, recognition, and partnerships, ensuring a motivated and loyal delivery workforce.

Roles & Responsibilities:

• Delivery Associate Experience:
• Design and continuously improve the end-to-end Delivery Associate (DA) experience — from activation to long-term retention and offboarding.
• Identify critical pain points in the DA lifecycle and implement solutions to enhance satisfaction and reduce early churn.
• Develop activation strategies to reduce no-shows and improve engagement.
• Experience & Satisfaction Improvement:
• Conduct regular surveys, interviews, and feedback sessions to gather DA insights and identify areas of improvement.
• Analyze satisfaction metrics (e.g., CSAT/DSAT) and exit feedback to inform experience design.
• Lead root cause analysis (RCA) efforts to uncover reasons behind churn and disengagement or attrition.
• Engagement & Communication:
• Build and execute lifecycle communication campaigns (SMS, in-app notifications, WhatsApp) to support DA education, engagement, and awareness.
• Ensure timely, targeted messaging across different stages of the DA journey.
• Collaborate with the DA Partnerships Specialist on internal communications related to programs, initiatives, and process changes.
• Retention & Loyalty Initiatives:
• Design and manage DA loyalty and retention programs focused on reward, recognition, and performance consistency.
• Develop bonus structures and incentive programs that are linked to tenure, delivery quality, and other performance metrics.
• Set and monitor program timelines, eligibility criteria, and fairness mechanisms.
• Partnerships:
• Lead the development of external partnerships (e.g., discounts, services, vouchers) to enhance DA satisfaction and support retention.
• Identify and secure beneficial deals (e.g., transportation, telecom, healthcare) that directly improve the DA experience.
• Oversee the DA Partnerships Specialist, who will be responsible for partnership sourcing, execution, and benefit rollout.
• Inventory & Operational Oversight:
• Oversee DA inventory custody (e.g., pouches, uniforms, helmets), ensuring accountability and adherence to policies.
• Create and enforce tracking mechanisms for issued items, minimizing loss and misuse.
• Work closely with field teams to streamline inventory distribution and retrieval processes.
• Cross-Functional Collaboration:
• Act as the key liaison between the Supply team and other functions (e.g., Operations, Customer Experience, Product) to align initiatives.
• Advocate for DA needs in product and process improvements.
• Contribute to cross-departmental projects related to DA growth and efficiency.
• Team Leadership:
• Directly manage the DA Partnerships Specialist, providing guidance, structure, and performance feedback.
• Support the development and growth of team members through coaching and clear expectation setting.
• Promote a culture of ownership, accountability, and collaboration within the DA Experience vertical.

Required Education, Knowledge, and Skills:

• Bachelor’s degree in Business, Supply Chain, or related field.
• 5+ years in partner engagement, workforce retention, or operations — preferably in logistics or last-mile delivery.
• Strong communication and stakeholder management
• Analytical and problem-solving ability, especially in root cause analysis
• Creative thinking around incentive and loyalty programs
• Project management with a focus on execution and timelines
• People management and team development
• Cross-functional collaboration and negotiation (especially with external partners)