Senior Manager - CX Strategy & Performance

As the Senior Manager - CX Strategy & Performance, you will be part of the Regional Customer Experience team at the company. You will play a pivotal role in transforming customer experience at the company, ensuring that our platform is intuitive, personalized, and reliable, delighting customers at every touchpoint to drive brand loyalty. This role will require strong leadership skills and a data-driven approach to uncover key insights, challenge the status quo, define ROI positive retention strategies and influence meaningful improvements across the customer journey.

Location
Dubai, United Arab Emirates

Responsibilities

• Own a regional recovery budget for 8 markets and be responsible for defining and tracking key experiential metrics.
• Analyze data to identify customer pain points and use those metrics to deliver best-in-class customer experiences.
• Serve as a key bridge between CX Operations, Product, Data Science, and Finance to ensure our strategies drive long-term customer retention while maintaining cost integrity.
• Lead the design and implementation of regional reactive and proactive compensation-related initiatives to prevent customer churn and maximize ROI.
• Define, own, and track key CX performance metrics, identifying metrics that truly impact customer ordering behavior and retention on the platform.
• Lead, mentor, and manage a team of strategic data analysts, ensuring high performance and professional growth.

Qualifications & Experience

• Bachelor’s or Master’s degree in Business Administration, Operations, CX, Data Analytics or a related field.
• 7+ years of experience in customer experience, data analytics or performance, preferably in e-commerce, logistics, or the food delivery industry.
• Strong experience in people leadership and managing high-performing teams.
• Experience in data analysis (SQL preferred) with the ability to translate insights into action.

Skills & Competencies

• Strong leadership and team management skills.
• Strategic mindset with a strong focus on execution.
• Data-driven decision-making with the ability to analyze large data sets and extract insights.
• Excellent stakeholder management and cross-functional collaboration skills.
• Customer-focused with a passion for delivering exceptional experiences.