Director of Customer Experience & Operations Excellence
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Key skills for this role
About the Role
talabat is seeking a Director to lead the end-to-end experience function across four pillars in 8 MENA markets. You will set multi-year strategies, govern multi-million EUR budgets, and oversee fraud operations.
Key Skills for This Role
Responsibilities
- Own the end to end CX strategy across all verticals and 8 MENA markets
- Define and govern cNPS, cSAT, and other north star metrics
- Oversee Partner Experience function ensuring vendor satisfaction
- Maintain full accountability for functional budgets including customer and vendor compensation program
- Provide strategic oversight of Fraud Operations function
- Oversee Insights function ensuring real time visibility into performance
- Lead and develop a team of middle managers, specialists, and analysts
- Serve as the experience authority in senior leadership forums
Requirements
- Proven experience in customer experience, partner experience, fraud operations, or related fields
- Experience managing multi million EUR budgets and P&L impact
- Strong leadership skills with experience developing senior managers and specialists
- Ability to operate at both strategic and executional levels
- Experience in cross functional collaboration and influencing product and commercial roadmaps
Full Job Posting
Job Description
- As the Director you will lead talabat's end to end experience function across four pillars: Customer Experience, Partner Experience, Fraud Operations, and CX Insights spanning 8 markets in MENA.
- You will be accountable for setting and executing multi year strategies that drive customer and partner satisfaction, govern multi million EUR budgets with direct P&L impact, and oversee the integrity of the platform through robust fraud governance.
- This is a high impact senior leadership role requiring the ability to operate at both a strategic and executional level.
WHAT'S ON YOUR PLATE?
- Customer Experience Strategy & Leadership: Own the end to end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
- Define and govern cNPS, cSAT, and other north star metrics setting targets, driving methodology, and leading cross functional execution to move them.
- Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
- Champion process automation, standardization, and digitalization of key CX workflows.
- Partner Experience & Budget Governance: Oversee talabat's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator linked to commercial performance.
- Maintain full accountability for the Functional budgets customer and vendor compensation program a multi million EUR annual budget including annual planning, policy design, market rollout sequencing, and ongoing financial governance.
- Govern the complete portfolio of partner facing policies and SOPs across all markets and verticals.
- Fraud Operations & Risk Governance: Provide strategic oversight of talabat's Fraud Operations function, covering prevention, detection, and response frameworks across the ecosystem.
- Ensure fraud governance is aligned with compliance, audit, and legal standards.
- Drive cross functional alignment between Fraud, Product, Finance, and Legal to balance risk mitigation with customer experience quality and platform growth.
- Insights & Analytics: Oversee the Insights function, ensuring real time visibility into performance across all markets through robust dashboards and structured reporting.
- Champion a data first culture across the department ensuring insights translate into action.
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