The City Manager will have full ownership of the city's P&L, responsible for driving growth, managing complex, real-time operations, and ensuring a safe and reliable service for our customers and developing and executing our end-to-end Customer Relationship Management (CRM) strategy. You will take ownership of our CRM platform to create personalized, multi-channel communication journeys that enhance customer engagement, increase retention, and maximize lifetime value. The ideal candidate is passionate about understanding customer behavior and skilled at using data and technology to create meaningful interactions.
Responsibilities
Own the city's P&L, developing strategies to drive revenue, increase trip volume, and manage costs to achieve profitability targets
Develop and implement a comprehensive CRM strategy that covers the full customer lifecycle (onboarding, activation, engagement, retention, churn prevention, and reactivation)
Define and manage customer segmentation to ensure communications are relevant and personalized. Recruit, train, coach, and lead a high-performing sales team, fostering a culture of success, accountability, and collaboration.
Drive local sales efforts to grow our corporate and B2B transportation services
Analyze data to measure the direct impact of relationship-building initiatives on customer loyalty and business growth
Oversee all city-level transportation operations, including driver onboarding, training, engagement, and quality control
Develop and implement strategies to manage driver supply to meet fluctuating rider demand, optimizing for key metrics like ETAs, driver utilization, and trip completion rates
Map out and optimize customer journeys across all touchpoints. Personally lead the charge in identifying and securing major new business opportunities and high-value client accounts
Collaborate closely with Marketing, Sales, Product, and Data Analytics teams to ensure a cohesive customer experience and alignment on goals
Work closely with the Operations, Marketing, and Finance departments to ensure seamless service delivery and alignment on pricing and strategy
Act as the primary customer advocate within the company, translating customer feedback into actionable insights and concrete recommendations for the Product, Sales, and Operations teams
Requirements
Bachelor's degree in marketing, Business Administration, Economics, or a related field
A minimum of 5+ years of hands-on experience in CRM, customer lifecycle
Proven, demonstrable experience in developing and executing successful multi-channel CRM campaigns that drive key business metrics (retention, engagement, etc.)
