Customer Experience Senior Manager📣 إعلان

About the Role

HungerStation, part of the Delivery Hero Group, is seeking a Customer Experience Senior Manager to join its team in Riyadh. The company's mission is to provide a fast, easy, and seamless delivery experience. This is a full-time position requiring 5-10 years of experience.

Role Purpose

The primary purpose of this role is to effectively monitor and enhance the customer experience. This involves collecting feedback, measuring satisfaction levels, tracking key customer experience metrics, and analyzing customer touchpoints throughout their journey with HungerStation.

Key Responsibilities

• Identify and analyze customer experience touchpoints to identify areas for improvement.
• Collect, track, and analyze customer feedback, suggesting internal improvements and measuring metrics such as NPS.
• Conduct customer interviews and surveys, reporting key insights.
• Collaborate with internal stakeholders, including customer care and other customer-facing teams, to identify gaps and opportunities.
• Escalate issues related to business processes (billing, installation, pre/post-sales) that impact customer experience.
• Ensure customer experience strategies align with broader marketing and business objectives.
• Work with product and technology teams to ensure a seamless brand and buying experience across digital platforms.
• Design and implement customer retention programs to minimize churn and enhance long-term engagement.
• Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
• Monitor competitor strategies and industry trends to maintain a leadership position in customer experience.
• Analyze internal performance data to identify patterns affecting customer experience.
• Prepare and present data-based insights and reports to internal stakeholders on a weekly, monthly, and annual basis.
• Support internal stakeholders with data analytics to improve customer experience-related areas.
• Lead and manage projects and programs with internal stakeholders focused on customer experience improvement.
• Contribute to the development and execution of divisional objectives and key results (OKRs), ensuring alignment with other functions.
• Make critical decisions supporting the division's strategic and tactical direction.
• Measure and track relevant OKRs and metrics, taking corrective actions as needed.
• Adhere to relevant policies, procedures, and processes for consistent and controlled daily work.
• Contribute to the identification of opportunities for continuous process improvement.
• Uphold a high-performance working environment and promote company values.

Qualifications and Experience

• Bachelor’s degree in Business Administration or a relevant field.
• 5-10 years of experience in customer experience management or a related field.
• Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
• Proficiency in CX tools, CRM software, and customer support platforms.
• Excellent communication and leadership skills, with the ability to influence stakeholders.
• Ability to work in a fast-paced, dynamic environment and drive results.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Experience in data-driven decision-making, customer segmentation, and personalization strategies.
• Knowledge of the food delivery or e-commerce industries is considered a plus.

Work Environment

This is a full-time role based in Riyadh. HungerStation operates as part of the Delivery Hero Group, which has a global presence in over 70 countries.