About the job
We are looking for an experienced researcher with a strong consultancy background to join our team. As a Performance Manager, you will be responsible for gathering and analysing business requirements, identifying areas of improvement, and recommending solutions to help our regional and local functions achieve their business goals.
As a Sr. Specialist CX Research, you will support the success of a spectrum of existing initiatives aimed at changing the culture of talabat to become self-reliant in identifying process improvement gaps and building customer and partner experience information strategies. Support teams such as:
- Customer and partner experience
- Sales team
- Quick Commerce
- Logistics and Dispatch
- Local markets
This role must:
- Start every story, message, direction, and proposal with accurate data and actionable insights.
- Be able to articulate to top management problem statements and opportunities through presentations, documentation, dashboards, or when in person.
- Evaluate and implement new business models and drive our efficiency and superior customer experience objectives.
As a part of the regional team, this role will require developing new insights programs that empower teams across talabat to drive action and monitor performance.
To be successful in this role, you need to be structured in problem-solving, data-driven, and adept at building relationships with senior stakeholders and decision-makers. You will also need to be inspired by championing the voice of the customer and partner in every meeting, while also relentlessly applying innovative and agile methods in your day to day.
What's On Your Plate?
- Perform complex analyses based on large volumes of data, and transform them into valuable and actionable insights to improve our countries’ performance.
- Bring the voice of the customer and partner to board rooms by combining customer feedback and data points to generate key strategic insights.
- Provide management with regular performance reports, insights and presentations on customer experience and partner initiatives.
- Support with the data extraction from talabat’s databases and conduct deep data analysis to identify insights and develop recommendations.
- Identify high-impact opportunity areas such as cost reductions to increase revenue.
- Monitor CX and OpEx performance and develop a deep understanding of daily problems.
- Support the direction setting of initiatives to improve operational performance while continuously scanning opportunities for improvement, whether by transforming the partner and customer experience, introducing automation or designing better processes.
- Develop an adequate understanding of all sides of operations’ products and how to leverage their functionality to decrease operational friction and provide a positive customer experience.
- Explore new business models, and work with and through the stakeholders to timely launch in the markets and own all aspects of execution.
- Help define objectives and develop end-to-end plans and strategies (short-term and long-term) to identify opportunities for efficiencies and continuous improvement within business models.
- Prepare different business cases and analyses including bringing these into action.
- Take ownership of specific areas within Business Development, i.e. independently develop identified areas and be the main point of contact to other regional and Delivery Hero’s global teams.
- Focus on driving initiatives to improve customer experience.
- Analyze and manage initiatives to drive higher conversion.
- Proactively seek new growth opportunities.
Technical requirements:
- Minimum of 5 of experience in a fast-paced environment; preferably with a consultant background.
- Proficiency in Microsoft Excel and Google Slides - Strong emphasis on proven experience in presentations, dashboard design for impact and action.
- Proficiency in SQL and Python.
- Excellent English communication skills, both written and spoken.
- Proficiency in data visualisation and reporting tools, including Tableau, Data Studio, and Looker.
- Knowledge of business analysis methodologies, tools, and techniques.
- Strong experience developing and delivering presentations, training materials, and project documentation.
- Experience with project management tools and methodologies.
- BI experience is a plus.
- Experience with survey management tools is a plus.
