GSM is seeking a strategic and people-centric Successor to Head of Driver Learning & Engagement to lead the development of driver capability, engagement, and communications across the organization. This role is responsible for designing and executing initiatives that enhance driver performance, strengthen driver satisfaction and retention, and foster a highly engaged driver community aligned with GSM’s culture, service standards, and business objectives.

As a key partner to Operations, HR, Recruitment, and Market Leadership teams, the Head of Driver Learning & Engagement will oversee Driver Training, Driver Engagement, and Driver Communications functions to ensure a consistent and meaningful driver experience throughout the driver lifecycle.

Key Responsibilities

1. Driver Learning & Development

- Develop and execute the driver learning strategy aligned with business goals, operational requirements, and service excellence standards.
- Lead the design, implementation, and continuous improvement of onboarding, refresher, compliance, service quality, safety, and leadership programs for drivers and driver leaders.
- Establish training effectiveness metrics and monitor post-training performance to drive continuous improvement.
- Build, develop, and manage trainer teams and training partners to support business expansion.
- Standardize training content, delivery methods, tools, and quality control mechanisms across markets.
- Oversee training data, reporting, compliance, and operational excellence.

2. Driver Engagement & Experience

- Develop and implement monthly, quarterly, and annual driver engagement strategies to enhance driver satisfaction, retention,



and advocacy.
- Design and manage driver recognition programs, appreciation events, competitions, community activities, and engagement campaigns.
- Build a strong and professional driver community that promotes GSM's values and culture.
- Conduct driver engagement surveys and analyse key metrics including satisfaction, retention, participation, and engagement scores.
- Create mechanisms for gathering driver feedback and ensure timely action plans in collaboration with relevant stakeholders.
- Drive initiatives that improve the overall driver lifecycle experience from onboarding through long-term engagement.

3. Driver Communications

- Develop and execute the communication strategy for drivers across all channels.
- Manage operational newsletters, driver announcements, service updates, policy communications, and educational campaigns.
- Ensure accurate, timely, and effective communication during operational changes, incidents, campaigns, and large-scale events.
- Build and manage driver communication channels, including community groups, internal platforms, and feedback channels.
- Monitor driver sentiment through social listening, surveys, and community feedback to proactively address concerns and improve engagement.
- Partner with Operations,



HR, Marketing, and Product teams to ensure consistent messaging and driver experience.

4. Leadership & Stakeholder Management

- Lead and develop the Driver Learning, Engagement, and Communications teams.
- Manage budgets and resources effectively to maximize program impact and efficiency.
- Partner closely with Recruitment, Operations, HR, Product, and Market Leadership teams to support business growth and workforce stability.
- Provide regular insights and recommendations to senior leadership regarding driver capability, engagement, retention, and communication effectiveness.

Requirements

- Bachelor's degree in Human Resources, Communications, Education, Business Administration, Psychology, or a related field.
- 8+ years of experience in Learning & Development, Employee/Partner Engagement, Internal Communications, Operations, or related functions.
- Minimum 3-5 years of leadership experience managing teams and large-scale programs.
- Proven track record in designing and implementing training, engagement, or communication initiatives for frontline or distributed workforces.
- Solid project management and stakeholder management capabilities.
- Data-driven mindset with experience measuring program effectiveness and driving improvements through insights.
- Excellent communication, presentation, and influencing skills.
- Strong empathy and ability to build trust with frontline workforces.
- Experience in mobility, transportation, logistics, ride-hailing, retail, or other high-growth operational environments is preferred.

📌 Successor to Head of Driver Learning & Engagement (Gurugram)
🏢 GSM - Green SM
📍 Gurugram