Manager CX Performance

When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!

Our philosophy is to make sure we do what is right for our ecosystem – our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

Role Summary

We are looking to hire a CX Performance Manager with a passion for creating best-in-class experiences for our customers.

To achieve this, you will scrutinize and optimize the entire consumer journey from start to finish. You will support each VOC Tribe (Awareness, Order, Post Order, etc.) to ensure that we capture the voice of the customer at every stage, and we use the feedback to drive continuous improvements. You will be the expert on NPS scores and VOC from different sources, correlating the CX metrics with operational and business metrics to continuously inform decision making.

Data without context lacks power, and this is where the role comes into play. You will partner with local operations, Logistics, and Product Managers to understand the root cause behind the issues the customers are complaining about as well as coming up with timely actionable solutions.

The ideal candidate is strategic, data driven, entrepreneurial, has the capacity to synthesis data with context and is ready to roll up their sleeves.

What’s on your plate?

• Leverage data to prioritize problem statements with low effort and high consumer impact.
• Work with the service designers to identify and prioritize opportunities as well as build business cases to implement new iniatiatives.
• Work collaboratively with cross-functional team members.
• Ability to sinthesize data and present into a clear and simple way to diffrent stakeholders.
• Have strong communication skills and be confident presenting and defending your design decisions.
• Work with different functions and markets to turn data insights and business needs into clear action plans that can be consumed internally at all levels
• Provide documentation for identified problems and procedures for solving them
• Responsible for identifying areas of improvements and concerns across the different customer journey touchpoints and provide appropriate strategies / approaches to resolve them
• Regularly monitor business performance and generate performance reports to management
• Responsible for the analysis of business problems to identify the root causes and recommend corrective actions

What did we order?

• Bachelor’s / Master’s Degree in relevant discipline such as Business Administration / Economics / Statistics is prefered
• 5 years of relevant work experience. Candidates with food delivery or consulting experience are prefered. Prior Operations / Start-up experience will be an added advantage
• Requires rigorous analytical, and strategic mindset and strong communication skills
• Strong quantitative skills: It is essential that you can work with large volumes of data and apply statistical tools and models for sound decision making
• Flexibility: You must be constantly monitor KPI’s for deviations in expected outcome and be willing to adapt to change
• Communication skills: The job involves undertaking thorough analysis as well as developing and presenting reports; hence it is important that you have great writing and verbal communication skills to effectively and convey information and develop presentations for multiple levels of the organization