Sr. Manager Customer Experience Retention & Optimization

Overview

Role Summary

Strategic Cx Retention Policies

• 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.

Cx Performance And Analytics Leadership

• 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.

Leadership & Team Management

• 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.

Cross-Functional Collaboration & Stakeholder Management

• 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.

Qualifications & Experience

• Bachelor’s or Master’s degree in Business Administration, Operations, CX, Data Analytics or a related field.
• 7+ years of experience in customer experience, strategy offices, data analytics or performance, preferably in e-commerce, logistics, or the food delivery industry. A background in consulting is preferred.
• Strong experience in people leadership, with a proven track record of managing and developing high-performing teams.
• Experience in data analysis (SQL preferred), and CX retention strategy with an ability to translate insights into action.
• Experience working in fast-paced, high-growth environments with cross-functional teams.

Skills & Competencies

• Strong leadership and team management skills, with the ability to inspire and motivate teams.
• Strategic mindset with a strong focus on execution.
• AI first mindset to build solutions faster
• Data-driven decision-making, with the ability to analyze large data sets and extract insights.
• Excellent stakeholder management and cross-functional collaboration skills
• Strong verbal and written presentation skills to influence ExCo members
• Customer-focused with a passion for delivering exceptional experiences.
• Ability to challenge existing processes and drive continuous improvements.