Sr. Manager Customer Experience Retention & Optimization

Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

ROLE SUMMARY

As the Senior Manager - CX Strategy & Performance, 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 data-driven approach to uncover key insights, challenge the status quo, define ROI positive retention strategies and influence meaningful improvements across the customer journey.

You will own a regional recovery budget for 8 talabat markets and be responsible for defining and tracking key experiential metrics, understanding drivers, analyzing data to identify customer pain points and using those metrics to deliver best-in-class customer experiences. You will be accountable for your team's performance, ensuring that insights are translated into impactful actions, and fostering a culture of collaboration, innovation, and customer-centricity. You will serve as a key bridge between CX Operations, Product, Data Science, and Finance to ensure our strategies are efficient, fair, and drive long-term customer retention while maintaining cost integrity. If you are passionate about customer-centric innovation, process optimization, and continuous improvement, this role is for you.

WHAT’S ON YOUR PLATE?

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.