Welcome Pickups

Customer Success Manager

• Support in optimizing our global loyalty program by analyzing traveler enrollment, engagement behavior, program value, and cost efficiency.
• Identify opportunities to increase repeat airport transfers through targeted lifecycle enhancements, loyalty touchpoints, and reactivation triggers.
• Contribute ideas, concepts, and recommendations to strengthen customer retention and reduce churn, based on data and behavioral insights.
• Collaborate with BI and Product teams to analyze customer behavior and contribute to the development or refinement of models such as churn prediction, RFM, next-best-action logic, and personalized recommendations.
• Transform insights into actionable journey concepts and high-level flow designs.
• Apply personalization techniques to ensure communications adapt to traveler profiles, behaviors, and booking patterns.
• Support the evolution of our incentives strategy by analyzing performance, cost structure, and impact on traveler retention and LTV.
• Work with Product and Finance teams to ensure incentive flows are efficient, measurable, and operationally sound.
• Provide insights and recommendations to improve incentive targeting and ensure alignment with business efficiency goals.
• Ensure incentives are properly integrated into automated journeys and lifecycle segments.
• Support in campaign-level budget allocation to ensure CRM initiatives align with engagement targets and deliver efficient, measurable impact.
• Contribute to the creation and refinement of event-based automations, lifecycle triggers, and CRM logic in collaboration with the Product and CRM teams.
• Bring a mobile-first approach to CRM design and ensure automations align with traveler needs across devices and channels.
• Produce clear, insightful reporting on user-level performance, incentive-level ROI, campaign impact, and overall CRM contribution to B2C growth.
• Ensure data accuracy and integration quality across the CRM stack, supporting Product on event reviews and data flow validation.

Senior CRM Specialist

• Lead the onboarding and activation process for new customers.
• Provide ongoing support and develop strategies to prevent churn.
• Identify and pursue upsell and cross-sell opportunities.
• Monitor and report on key performance indicators (KPIs) related to customer success.
• Gather and analyze customer feedback for continuous improvement.

Partner Success Associate

Business Development Rep

• Identify, prospect, and acquire new B2B clients in the assigned markets.
• Conduct outreach activities, including cold calls, email campaigns, and networking, to generate leads and establish partnerships.
• Lead negotiations with potential clients, ensuring deals are structured to meet client needs and align with Welcome Pickups’ objectives.
• Drive the end-to-end sales process, from initial outreach to contract finalization.
• Maintain a strong understanding of the hospitality industry in the assigned markets.
• Stay updated on market trends, competition, and client needs to inform sales strategies.
• Meet or exceed individual revenue targets and KPIs related to deal closing and client acquisition.
• Track progress using internal tools, ensuring accurate documentation of sales activities and results.
• Work closely with Lead Generation and Sales Development Representatives (SDRs) to ensure a seamless lead handover process.
• Collaborate with the Marketing team to leverage campaigns and materials tailored to the market.
• Coordinate with the Operations and Product teams to address client needs post-signature and ensure smooth onboarding.
• Keep an updated CRM (Hubspot) with Contacts and Company leads.
• Follow defined sales workflows and use internal tools effectively to track and manage the sales pipeline.
• Provide feedback on processes and suggest improvements for greater efficiency.
• Build strong relationships with potential clients, positioning Welcome Pickups as a trusted partner in their operations.
• Ensure a smooth handover to the Partner Success team for post-sale account management.
• Provide regular updates to the Team Leader on pipeline progress, deal status, and challenges encountered.
• Contribute insights about client preferences and market trends to inform team strategies.

Business Development Manager, French

Operations

• Lead a multi-destination team: Guide and develop Destination Managers responsible for local performance. Set clear goals, ensure accountability, and align regional results with company KPIs such as Growth Fulfillment Score (GFS), Great Rides %, and Cost Efficiency.
• Oversee regional performance: Monitor key metrics, identify trends and root causes of underperformance, and drive timely corrective actions to protect and improve fulfillment outcomes.
• Ensure operational governance: Maintain a disciplined cadence of reviews, decision logs, and follow-ups. Ensure SOPs, playbooks, and configuration standards are accurate, adopted, and consistently applied across destinations.
• Translate market intelligence into action: Structure and validate local insights (pricing, competitor pay, driver costs, regulations, community sentiment) to inform central pricing and capacity strategies.
• Foster community engagement: Strengthen relationships with drivers through ambassadors, targeted communication, and incentive programs that improve utilization and satisfaction.
• Champion cross-functional collaboration: Represent your region in central discussions, ensuring field realities influence strategy and new tools or features are effectively rolled out.
• Drive compliance and quality: Ensure destinations operate within local regulatory frameworks and uphold company quality standards. Proactively surface and escalate any legal or compliance risks.
• Promote continuous improvement: Identify and implement measurable improvements in process, performance, or community engagement every month.

Regional Operations Manager

Business Intelligence Developer

• Build and maintain short-, mid-, and long-term demand forecasts across destinations, factoring in seasonality, car type, and events.
• Translate demand into driver supply requirements, identifying where and when more drivers are needed.
• Provide forward-looking forecasts to guide recruitment and expansion planning.
• Share actionable signals with local operations teams (Destination Success) about upcoming peaks and surges, so they can design incentives and initiatives to balance supply.
• Track performance against forecasts and identify early risks or gaps.
• Run scenario modeling (what-if analyses) to test the impact of different recruitment, pricing, or incentive strategies.
• Work closely with Operations, Driver Supply, and Pricing to turn forecasts into action.
• Help improve tools, dashboards, and automation for forecasting and capacity planning.

Business Intelligence Analyst – Resource & Capacity Planning

• Build and own the **end-to-end partner operating model** — from selection and contracting to performance management and offboarding.
• **Negotiate and nurture agreements** with fleet and dispatcher partners to secure capacity and competitiveness.
• Define and track **partner SLAs and scorecards** (acceptance, on-time pickup, cancellations, Great Rides %, capacity readiness, disputes).
• Work cross-functionally with **Quality, Recruiting, Pricing, and Support** to integrate partners into core operations and maintain high standards.
• Coordinate with Supply and Destination Operations to **deploy partners strategically** for peak hours, events, and capability gaps.
• Collaborate with Product and Ops Excellence to **drive adoption of partner tools and integrations**, reducing manual processes and errors.
• Ensure **legal and compliance frameworks** are followed, partnering with Legal and Finance on contracting and documentation.
• Provide leadership with **clear performance reporting and recommendations** on when and where to scale up or down partner usage.

Service Partner Operations Manager

People Operations

• Support the smooth execution of core people processes and HR initiatives across the employee lifecycle
• Assist in the execution of recurring HR processes such as performance reviews, engagement surveys, and feedback cycles
• Coordinate scheduling, communications, and materials for HR programs, trainings, and events
• Support accurate data entry and updates in HR systems (e.g., HiBob), maintain digital files, and track participation metrics
• Help coordinate the logistics of onboarding and offboarding experiences, ensuring smooth transitions
• Act as a helpful point of contact for employees with basic questions about HR processes or tools
• Assist in the implementation of culture-building activities and internal recognition programs and gather feedback on participation
• Assist in coordinating and tracking learning initiatives, including training logistics, scheduling, communication, and evaluating participant feedback
• Provide logistical and administrative support to the People Operations Team Lead