Sr. Manager Customer Experience Retention & Optimization

As the Senior Manager – CX Strategy & Performance, you will be part of the Regional Customer Experience team at Talabat, transforming customer experience, ensuring that our platform is intuitive, personalized, and reliable, delighting customers at every touchpoint to drive brand loyalty.

Requirements

• Lead the design and implementation of regional reactive and proactive compensation-related initiatives to prevent customer churn and maximise ROI.
• Oversee the development of business cases for new policy updates, balancing customer satisfaction with business efficiency.
• Drive cross-functional alignment with Fraud, Product, and Finance teams to mitigate inefficiencies and policy misuse.
• Oversee A/B testing and experimental designs to assess the scalability and impact of process changes.
• Monitor regional trends in compensation usage, redemption, and eligibility to recommend high-level policy refinements.
• Define, Own and track key CX performance metrics, identifying metrics that truly impact customer ordering behaviour and retention on the platform
• Supervise the creation and maintenance of sophisticated dashboards providing real-time visibility into global compensation performance.
• Identify and highlight regional risks or improvements, ensuring transparency of key metrics across all talabat markets.
• Partner with product teams to enhance data accuracy and tracking mechanisms for customer behavior.
• Lead, mentor, and manage a team of strategic data analysts, ensuring high performance and professional growth.
• Set clear goals and KPIs for the team, ensuring alignment with Talabat’s CX vision and strategic objectives.
• Foster a culture of ownership, innovation, and continuous improvement, ensuring the team stays proactive in identifying and solving customer pain points.
• Develop a high-performance team that can effectively partner with cross-functional stakeholders to drive CX transformation.
• Provide coaching and development opportunities, ensuring the team is equipped with the skills and tools needed to succeed.
• Work closely with regional and local market teams, proactively sharing insights and recommendations to influence operational improvements to drive improvement in Cx
• Partner with Tech, Product, and Analytics teams to translate customer insights into meaningful product improvements.
• Engage with Customer Support, Vendor Operations and Logistics to drive initiatives that enhance reliability and efficiency.
• Support leadership in setting CX-related KPIs and strategic goals, ensuring alignment with overall business priorities.