About Moove

Moove is building the world’s largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratizes access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive.

Our global growth has been fuelled by our partnership with Uber and backed by leading investors and lenders, including Uber, Mubadala, BlackRock, and many others. Today, Moove operates the world's largest manned & autonomous ride-hail fleet, with 38k+ vehicles across 29 cities, 13 countries and 6 continents enabled by 2.1k+ employees – Moove continues to expand through strategic partnerships with industry leaders like Uber. We’re transforming mobility to be safer, more efficient, and accessible to all, while creating economic opportunities and supporting skills development in the mobility sector.

About The Role

We are looking for a highly professional and experienced Associate- Customer Success at Moove. They will be charged with leading the team monitoring, supporting, and resolving driver’s issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What You’ll Be Doing

• Driver Lifecycle & Retention Management
• Manage driver journey post-onboarding until active lifecycle completion.
• Monitor engagement levels and identify early churn signals.
• Drive structured retention and reactivation programs.
• Manage driver communication cadence and engagement touchpoints.
• Handle deboarding process in coordination with relevant teams.
• Data Analysis & Insight Generation
• Maintain and analyze city-level driver data (active base, churn, arrears, utilization, productivity).
• Create daily/weekly/monthly MIS dashboards.
• Conduct cohort analysis (arrears, churn, low-utilization segments).
• Identify trends and provide data-backed recommendations.
• Convert insights into actionable retention and recovery strategies.
• Performance & Cohort Management
• Track arrears cohorts and support reduction strategies.
• Monitor driver performance KPIs (earnings, utilization, compliance).
• Identify underperforming segments and implement corrective actions.
• Support city P&L through improved retention and reduced churn.
• Cross-Functional Collaboration
• Work closely with: Sales team
• Asset Safety & Maintenance (vehicle uptime & compliance issues)
• Finance (arrears reconciliation & SD adjustments)
• Ensure timely resolution of driver issues.
• Process & Governance
• Standardize Driver lifecycle and retention SOPs.
• Improve reporting automation and dashboarding.
• Ensure accurate data tracking and audit readiness.
• Drive continuous process improvement initiatives.

What You Will Need For This Position

• Bachelor’s Degree in any discipline (MBA preferred but not mandatory)
• 2–5 years of experience in Customer Success / City Operations /Driver Lifecycle Management
• Experience in mobility, fleet, leasing, logistics, or platform ecosystem preferred
• Advanced Excel / Google Sheets (Pivot tables, dashboards, formulas)
• Strong analytical and cohort analysis skills
• MIS reporting expertise
• Basic SQL / BI tools (good to have)
• Strong ownership mindset
• Structured and data-driven decision making
• High accountability
• Stakeholder management capability
• Problem-solving orientation

Key Metrics

• Key Account Manager program retention % for all Driver partners in the in the city
• Active driver base stability
• Arrears cohort reduction
• Driver utilization rate
• Reactivation numbers
• Compliance adherence %
• % of driver partners retained basis tenure - based targets and lease plan
• Churn % monthly against target fleet size
• Ticket resolutions for DPs basis physical and remote interactions
• Driver performance basis supply hour and trip targets of the city
• Creating plans to help DPs increase earnings if SH is at optimal level by ops hack
• Familiar with CS and CRM tools

Who You'll Be Working with:

Directly reporting to our General Manager-Operations, and closely working with our Operations Team.

About The Team

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.

Moove: Moove is a mobility asset finance company and Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratize financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.