Director Experience, Fraud and Operational Excellence

As the Director Experience, Fraud 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.

What’s on Your Plate?

• Customer Experience Strategy & Leadership:

  • Own the end-to-end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
  • Define and govern cNPS, cSAT, and other north star metrics — setting targets, driving methodology, and leading cross-functional execution to move them.
  • Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
  • Champion process automation, standardization, and digitalization of key CX workflows.

• Partner Experience & Budget Governance:

  • Oversee the company's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator linked to commercial performance.
  • Maintain full accountability for the Functional budgets - customer and vendor compensation program — a multi-million EUR annual budget.
  • Govern the complete portfolio of partner-facing policies and SOPs across all markets and verticals.

• Fraud Operations & Risk Governance:

  • Provide strategic oversight of the company's Fraud Operations function, covering prevention, detection, and response frameworks across the ecosystem.
  • Ensure fraud governance is aligned with compliance, audit, and legal standards.
  • Drive cross-functional alignment between Fraud, Product, Finance, and Legal to balance risk mitigation with customer experience quality and platform growth.

• Insights & Analytics:

  • Oversee the Insights function, ensuring real-time visibility into performance across all markets through robust dashboards and structured reporting.
  • Champion a data-first culture across the department — ensuring insights translate into action.
  • Partner with BI, Data Science, and Product to build the data infrastructure that underpins reliable departmental performance visibility.
  • Run primary research, NPS programs to gather structured, well-represented qualitative feedback.

• People Leadership & Organisational Development:

  • Lead and develop a team of middle managers and specialists and analysts.
  • Design the department's OKR framework, KPI architecture, and Business Review structure.
  • Set clear goals for the function and drive high performance and professional growth across all levels.

• Senior Stakeholder Management & Cross-Functional Leadership:

  • Serve as the experience authority in senior leadership forums, influencing Product, Commercial, Finance, and Operations decisions.
  • Present strategic insights, budget performance, and departmental OKRs to COO and ExCo leadership.
  • Lead high-complexity, cross-functional programs assigned at department or company level.

Qualifications

• Qualifications & Experience:

  • 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 team members across multiple functions in a matrixed organization.
  • P&L or budget accountability, ideally at a multi-million EUR scale.
  • Strong background in data analysis, performance management, and CX or operational strategy.

• Skills & Competencies:

  • Exceptional leadership skills — able to inspire, align, and develop high-performing teams.
  • Strategic mindset with strong 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.
  • Deep customer and partner empathy, with a passion for delivering exceptional experiences at scale.
  • Strong cross-functional collaboration skills across Product, Finance, Legal, and Operations.
  • Ability to lead through ambiguity and drive clarity in complex, fast-moving environments.
  • AI-first mindset — comfortable leveraging automation and emerging tools to drive scale and efficiency.