As the Director, 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.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- 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.
- 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 related to customer and vendor compensation programs — a multi-million EUR annual budget.
- Provide strategic oversight of the company's Fraud Operations function, covering prevention, detection, and response frameworks across the ecosystem.
- Champion a data-first culture across the department — ensuring insights translate into action.
- Lead and develop a team of middle managers and specialists and analysts.
- Serve as the experience authority in senior leadership forums, influencing Product, Commercial, Finance, and Operations decisions.
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 team members across multiple functions in a matrixed organization.
- Experience with P&L or budget accountability, ideally at a multi-million EUR scale.
- Strong background in data analysis, performance management, and CX or operational strategy.
- Exceptional leadership skills — able to inspire, align, and develop high-performing teams.
