About the Role
As part of the EMEA Merchant Success team, you will lead the strategy and operations for merchant retention & churn across Uber Eats’ Delivery business in EMEA. You will own retention performance across the full merchant lifecycle, from early lifecycle stages through maturity, with a particular focus on ELC churn prevention and high-value merchant retention. You will define regional strategy, build scalable frameworks, and partner cross-functionally to reduce churn, improve retention quality, and drive long-term merchant success on the platform.
What the Candidate Will Do
- Set the strategy and drive execution at scale: Define the overarching merchant retention and churn strategy for EMEA across the full lifecycle and operationalize it through scalable processes, frameworks, playbooks, and products.
- Own end-to-end retention and churn performance: Lead initiatives that reduce churn, improve retention, and drive resurrection of inactive merchants, identifying the highest-impact levers across the lifecycle and prioritizing interventions accordingly.
- Be accountable for performance: Track and analyze retention KPIs such as churn rates, cohort retention, resurrection rates, and merchant lifetime value; translate insights into clear action plans and inform regional strategy.
- Build retention frameworks and segmentation: Develop structured approaches to differentiate regrettable vs non-regrettable churn, define priority merchant segments, and ensure resources are focused on the highest-impact retention opportunities.
- Drive lifecycle optimization through cross-functional partnership: Collaborate with Country Ops, Commercial teams, Community Ops, Product, and Marketing to identify root causes of churn and scale solutions that improve retention outcomes across EMEA.
- Champion the merchant: Keep merchants at the center of every decision, ensuring retention strategies address real pain points and enable sustainable long-term success on the platform.
What You’ll Need
- Experience: Background in strategy, operations, product, consulting, or similar roles; retention or lifecycle experience is a plus, but not required. We welcome strong generalists with experience improving customer or partner journeys.
- Communication and stakeholder management: Strong written and verbal communication skills, with proven ability to influence and align cross-functional stakeholders in a matrixed environment.
- Problem solving and executional excellence: High agency and self-sufficiency, with a track record of driving complex initiatives end-to-end from strategy through execution.
- Analytical and business acumen: Ability to translate complex data into strategic insights and confidently present recommendations to senior leadership.
- Adaptability: Comfortable operating in fast-paced, ambiguous environments with evolving priorities.
Preferred Qualifications
- Retention and lifecycle expertise: Experience improving customer, seller, or partner retention, churn, or resurrection at scale.
- Cohort and lifecycle analytics: Familiarity with retention curves, cohort analysis, and lifecycle segmentation.
- Strategic influence: Proven ability to shape product roadmaps, operational tooling, or GTM approaches to drive retention outcomes.
- Data fluency: Experience with data visualization tools such as Looker or Tableau and experimentation or A/B testing is strongly preferred.
- Marketplace or platform experience: Experience in marketplace, delivery, SaaS, or similar environments is a plus.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.