Shaimaa Ibrahim
The quick delivery services and e-commerce sector in the GCC and the Middle East are undergoing a profound transformation, driven by the development of logistics technologies and changing consumer preferences. In this dynamic landscape, Rabbit emerged as one of the leading models that reshaped the standards of quick delivery services. As it broadens operations across Egypt and Saudi Arabia and adopts a flexible, tech-based operating model, Rabbit plans to strengthen its presence and expand market share in this competitive industry.
In this context, Sharikat Mubasher held an exclusive interview with Shaza Yahia, Regional Marketing Director at Rabbit, on the sidelines of the fourth edition of the HERizon 2025 Summit, organized by Carerha, a leading platform focusing on empowering women across the region to compete in the job market.
The interview discussed the company’s journey since its foundation and its mechanisms to address the real challenges within the delivery sector, in addition to highlighting the competitive edges that boost Rabbit’s expansion across the fastest-growing and evolving markets in the region.
It also underscored the pivotal role of technology and artificial intelligence (AI) in enhancing operational efficiency, and showcased the company’s achievements and the key challenges it faced to expand regionally, in addition to providing insights on the future of e-commerce in the region amid the rapid transformations that the sector witnesses.
What is the core concept behind Rabbit? And how does it fill the gap in the quick delivery sector in Egypt and the GCC?
The idea behind Rabbit emerged five years ago when the founders identified common challenges facing consumers in Egypt and the broader region, notably home delivery delays, inaccurate orders, and missing items upon receipt. Hence, the vision was born to establish a platform based on a model that offers a swift and accurate shopping experience, with a firm promise to deliver within only 20 minutes. The focus was to offer a reliable service that customers could trust and integrate seamlessly into their daily lives.
There were several key players in the Egyptian and Saudi markets when Rabbit was launched; however, the company chose to enter the market with a distinct approach centered on reliability, speed, and building long-term relationships with customers. Rabbit delivered clear added value and crafted personalized experiences that accurately meet each customer’s needs. This ultimately fostered strong user loyalty and enabled Rabbit to attract a growing segment of the market.
With this approach, Rabbit seeks to fill a genuine gap in the quick delivery sector in Egypt and the GCC, offering an operational model capable of keeping pace with the rapidly evolving lifestyle of consumers and enhancing the reliability of e-commerce services across the region.
What are the factors and features that give Rabbit a competitive edge over other companies in the Egyptian and Saudi markets?
Since its launch, Rabbit has focused on two core principles at the heart of its operations: convenience and simplicity. Our clear goal is to provide customers with a seamless experience, ensuring orders are delivered quickly and accurately, and offering all essential products at affordable prices, along with daily promotions that add genuine value to users.
Diversity is an integral part of Rabbit’s strategy to foster customer loyalty. As the number of online applications grows, the market experiences intense competition both among e-commerce platforms themselves and between these platforms and traditional stores, which continue to attract a significant segment of consumers, particularly in Saudi Arabia.
What sets Rabbit apart is that it adopts the ‘House of Brands’ model, being a home for brands, while focusing on supporting local products and providing them with a broad platform to reach more customers. Many of these brands have achieved growth through Rabbit that exceeds what they have achieved through global competitors, thanks to joint campaigns and additional marketing within the platform.
Rabbit’s competitive edge relies on multiple factors: quick services, product diversity, affordable prices, and strong support for local brands. Together, these factors enable Rabbit to compete effectively in this dynamic and rapidly evolving market.
How does Rabbit utilize technology and AI to enhance customer experience and improve operational efficiency?
Rabbit relies entirely on an advanced, in-house technology infrastructure, a rare approach in the e-commerce market where ready-made systems or partnerships with external technology providers are more common. At its early stages, the company relied on some partners but quickly developed its own infrastructure, enabling it to create a fully integrated application built on custom-designed systems tailored to meet its operational needs.
This technology infrastructure enables customers to place orders in under two minutes, maintaining a delivery promise of approximately 18 minutes. Internal system development also facilitated rapid responses to customer feedback, significantly improving their experience.
AI became an integral part of Rabbit’s operations. We employ AI in managing operations, data analysis, marketing personalization, and reducing operational costs. The company also integrates AI in content creation and marketing materials design to enhance team efficiency and accelerate marketing campaign development.
What are the key figures and milestones that Rabbit has recently achieved?
Rabbit achieved remarkable growth in a short period, with over two million customers benefiting from its services, despite its marketing budget being significantly lower than that of its competitors. This reflects how our services meet customers' needs and reaffirms the company’s capability to build long-term relationships with customers.
The platform also enabled several local companies to achieve four- and five-fold growth rates by expanding their customer bases and boosting sales through Rabbit. Some of these companies successfully transformed their products into regional brands and expanded beyond Egypt, thanks to their partnership with the platform.
Additionally, Rabbit provides brands with strategic opportunities to reach new customer segments and showcase their products on a broader scale, unlocking new growth opportunities that were not accessible before.
What were the major challenges that Rabbit faced during the expansion phase, and how did the company overcome these challenges?
We faced several challenges across various expansion phases, most notably the variance in marketing budgets compared to competitors, which significantly exceeded our resources. We also noticed that customer needs change rapidly, and that each stage of time imposes different priorities and behaviors, which puts constant pressure on companies to keep up with these changes.
We were able to overcome these challenges thanks to the team’s ability to develop and respond quickly to changes, along with our approach that focuses on continuous testing, whether to measure customer satisfaction or to test new features within the application.
We learned a fundamental lesson from this experience: addressing challenges begins with understanding their nature. Are they temporary and time-bound, or are they fundamental problems that require modifying the business model? Therefore, we are always keen to try new ideas quickly and make the required changes, driven by our belief that flexibility and quick decision-making are key factors to maintain the company’s ability to compete and achieve rapid growth.
What motivated Rabbit to expand into the Saudi market, and what investment opportunities did the company find in the Kingdom?
Since its foundation, Rabbit has had a clear expansion plan, which focused on launching operations in Cairo before moving to Riyadh. We obtained the necessary licenses to expand into Saudi Arabia during the first year of our launch in Egypt; however, we preferred to postpone this step till early 2025 to deeply understand the Saudi market and ensure a strong and balanced entry.
The Saudi market is a highly competitive one, thanks to the emergence of new companies and large investments in growth, as well as intense competition between online applications and traditional stores. This eventually increased consumer awareness of digital services and paved the way for applications that deliver exceptional experiences and added value.
Despite this intense competition, the Saudi market remains abundant with opportunities for any application offering a high-quality experience and building a genuine connection with the local community.
Rabbit currently focuses its efforts on Riyadh, aiming to provide an experience that the Saudi customer feels is tailored specifically for them, not just a copy of a foreign service.
Does Rabbit plan to expand into new markets beyond Egypt and Saudi Arabia?
Yes, we have clear expansion plans, but we always ensure a thorough study of the target markets before taking any step by analyzing demand size, competition levels, and gaps we can fill to guarantee a successful and sustainable entry.
In the short term, our plans focus on expanding into new cities across Saudi Arabia, following the success we achieved in Riyadh. The Saudi market still holds significant growth opportunities, and expanding into other cities is a pivotal step before moving to new markets beyond Egypt and Saudi Arabia.
How do you see the future of the delivery services and e-commerce sectors in GCC and the Middle East?
The delivery and e-commerce sectors in the GCC and the Middle East are experiencing rapid growth, driven by changing consumer behavior and their increasing reliance on online shopping, both in Cairo and Riyadh. Riyadh, in particular, stands as a model for this transformation, given the high youth population who prefer digital solutions and applications that meet their needs quickly and easily.
The more companies can offer an integrated experience combining speed, convenience, and a variety of options, the more they will be able to capture larger market shares. Government policies, especially in Saudi Arabia, also accelerate this growth by supporting the adoption of cutting-edge technology and investing in AI solutions to enhance the efficiency of logistics and supply chains.
In light of these developments, the sector is expected to continue expanding, triggered by the entry of new players and increased investment volume. This will ultimately boost market competitiveness and reshape the future of e-commerce in the region.
Translation: Noha Gad
