Driver Operations Associate (Big Fleet Management)

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 12 year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since. Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence. We are seeking a dynamic **Associate (Driver Management, Big Fleet), Driver Operations** to spearhead our efforts in driver management and improving service quality. As part of a multinational, tech-driven organization, the candidate will have the opportunity to make a social impact by connecting users with services that support local communities, all while growing in a fast-paced, innovative environment. Think you are up for it? Apply now! Note: Only shortlisted candidates will be contacted. ### What You'll Do: **1.Ensure Flawless Service Delivery:** *(a) Corporate Service requiring Big Fleet:* Increase and improve Corporate Order Fulfillment for larger vehicles, including 2 Ton Open/Covered Trucks (12, 14, and 18 feet), through in-depth, data-driven analysis of location metrics and driver quality. Conduct targeted calls and follow. *(b) Non Corporate (individual end user) Service:* Increase and improve Non Corporate Order (for example, house moving at month end) Fulfillment **2. Lifecycle & Mission Optimization:** Manage driver mission setups and properly utilize PDS (promotion, discount & subsidy) to guide driver partners to provide better service as well as increase earnings. Ensure Mission & PDS are properly assigned to drivers based on their current cohort of activation, reactivation and retention, **3. Offline-to-Online Driver Conversion:** Achieve targeted conversion rate by identifying merchants who currently use their own regular offline drivers and successfully pitching, onboarding, and transitioning those drivers onto our platform. **4. Driver Reactivation & Retention:** Reactivate churned drivers by proactively analyzing historical churn data (understanding exactly when and why they stopped driving) and effectively communicating relevant Lalamove Unique Selling Propositions (USPs) to win them back. ### What We Seek: - Analytical and data-driven mindset to dive deep into location metrics and historical churn data, translating complex insights into actionable strategies for driver retention and flawless fulfillment. - Persuasive and confident communicator with strong selling skills, capable of effectively pitching Lalamove’s Unique Selling Propositions (USPs) to convert offline drivers and win back churned partners. - Outgoing and open-minded personality that can interact, negotiate, and influence driver partners with different profiles, ensuring top-tier service standards through strategic calls and follow-ups. - Hands-on and strategic approach to manage lifecycle operations, with the ability to properly utilize incentives (PDS) and mission setups - Strong sense of prioritization and structured mindset to seamlessly juggle multiple tasks ### What You'll Need: - Bachelor's Degree in any discipline - Advanced data-related skills with knowledge of relevant tools and platforms (mostly in Microsoft Excel & Google Sheet) - Experience of In-App Comms and CRM will be an added advantage - Strong communication, presentation & selling skills. - Minimum of 3 years of experience in a similar role. - Previous experience in driver/community management - Proficient in Google Workspace (Docs, Sheets, Slides, Forms)