As the Senior Manager CX Strategy you will be part of the Regional Customer Experience team at Talabat. You will play a pivotal role in transforming customer experience at Talabat ensuring that our platform is intuitive personalized and reliable delighting customers at every touchpoint to drive brand loyalty. This role will require strong leadership skills and a datadriven approach to uncover key insights challenge the status quo and drive meaningful improvements across the customer journey.
You will be responsible for owning key experiential metrics analyzing data to identify customer pain points prioritizing initiatives based on impact and collaborating crossfunctionally to deliver bestinclass customer experiences. You will be accountable for your teams performance ensuring that insights are translated into impactful actions and fostering a culture of collaboration innovation and customercentricity. If you are passionate about customercentric innovation process optimization and continuous improvement this role is for you.
The responsibilities for the role include:
CX Performance:
Own and track key CX performance metrics identifying trends and areas for improvement.
Support in defining and developing new metrics that can help uncover other customer pain points
Analyze customer behavior and pain points across all touchpoints using data to understand root causes of poor experiences.
Develop actionable insights and prioritize initiatives based on impact to customer experience and business goals.
Challenge the status quo recommending and implementing new processes tools and frameworks to improve CX across markets.
Operational Excellence & Process Improvement:
Lead the identification and of process enhancements ensuring efficiency and scalability.
Ensure all CX processes are aligned with business goals regulatory standards and best practices.
Bring insights to policy team to ensure customer facing policies help in increasing retention
Drive automation digitalization and standardization of key workflows.
Collaborate with Product Tech Customer Support Logistics and Market teams to design and implement impactful CX improvements.
Leadership & Team Management:
Lead mentor and manage a team ensuring high performance and professional growth.
Set clear goals and KPIs for the team ensuring alignment with Talabats 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 highperformance team that can effectively partner with crossfunctional stakeholders to drive CX transformation.
Provide coaching and development opportunities ensuring the team is equipped with the skills and tools needed to succeed.
Crossfunctional Collaboration & Stakeholder Management:
Work closely with regional and local market teams proactively sharing insights and recommendations to ensure alignment on CX initiatives and best practices.
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 CXrelated KPIs and strategic goals ensuring alignment with overall business priorities.
Qualifications :
Qualifications & Experience:
Bachelors or Masters degree in Business Administration Operations CX or a related field.
7 years of experience in customer experience strategy or service design preferably in ecommerce logistics or the food delivery industry. Background in consulting is preferred.
Strong experience in people leadership with a proven track record of managing and developing highperforming teams.
Experience in data analysis process improvement and CX strategy with an ability to translate insights into action.
Proven track record of implementing customercentric initiatives that drive engagement and business impact.
Experience working in fastpaced highgrowth environments with crossfunctional teams.
Skills & Competencies:
Strong leadership and team management skills with the ability to inspire and motivate teams.
Strategic mindset with a strong focus on .
Datadriven decisionmaking with the ability to analyze large data sets and extract insights.
Excellent stakeholder management and crossfunctional collaboration skills.
Customerfocused with a passion for delivering exceptional experiences.
Ability to challenge existing processes and drive continuous improvements.
Remote Work :
No
Employment Type :
Fulltime
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