Sr. Manager Customer Experience Retention & Optimization

talabat

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.