Sr. Manager Customer Experience Strategy

Company Description

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

Job Description

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 data-driven 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 cross-functionally to deliver best-in-class 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 customer-centricity. If you are passionate about customer-centric 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 execution 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 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 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 CX-related KPIs and strategic goals, ensuring alignment with overall business priorities.

Qualifications

Qualifications & Experience:

• Bachelor’s or Master’s degree in Business Administration, Operations, CX, or a related field.

• 7+ years of experience in customer experience, strategy, or service design, preferably in e-commerce, 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 high-performing teams.

• Experience in data analysis, process improvement, and CX strategy with an ability to translate insights into action.

• Proven track record of implementing customer-centric initiatives that drive engagement and business impact.

• 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.

• Data-driven decision-making, with the ability to analyze large data sets and extract insights.

• Excellent stakeholder management and cross-functional collaboration skills.

• Customer-focused with a passion for delivering exceptional experiences.

• Ability to challenge existing processes and drive continuous improvements.