As the Director Experience and Operational Excellence, you will lead the company's end-to-end experience function across four pillars: Customer Experience, Partner Experience, Fraud Operations, and CX Insights, spanning 8 markets in MENA. You will be accountable for setting and executing multi-year strategies that drive customer and partner satisfaction, govern multi-million EUR budgets with direct P&L impact, and oversee the integrity of the platform through robust fraud governance. This is a high-impact senior leadership role requiring the ability to operate at both a strategic and executional level, influencing product and commercial roadmaps, shaping cross-functional policy, and developing a team of senior managers and specialists.
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Responsibilities
- Own the end-to-end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
- Define and govern customer satisfaction metrics — setting targets, driving methodology, and leading execution to improve them.
- Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
- Oversee the company's Partner Experience function, ensuring vendor satisfaction is linked to commercial performance.
Qualifications
- Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or a related field.
- 10+ years of experience in customer experience, operations, or strategy, preferably in e-commerce, food delivery, or a high-growth tech environment.
- Proven track record of leading mid-level managers and large teams across multiple functions in a matrixed organization.
- Experience with P&L or budget accountability at a multi-million EUR scale.
Skills
- Exceptional leadership skills — able to inspire, align, and develop high-performing teams.
- Strong strategic mindset with execution discipline; comfortable operating at both the 30,000-foot and ground levels.
- Data-driven decision-making with the ability to synthesize complex datasets into clear insights and recommendations.
- Excellent stakeholder management and executive communication skills.
