Customer Experience Senior Manager

About the Role

Delivery Hero is seeking a Customer Experience Senior Manager to join their team in Riyadh. This full-time role focuses on monitoring and enhancing the customer experience, ensuring alignment with overall business objectives. The position requires 5-10 years of relevant experience.

Role Purpose

The primary purpose of this role is to effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics, and analyze customer touchpoints throughout their lifecycle with the company. This involves identifying areas for improvement and implementing strategies to ensure a seamless customer journey.

Key Responsibilities

• Identify and analyze customer experience touchpoints, proposing improvements.
• Collect, track, and analyze customer feedback, suggesting internal improvements based on insights.
• Measure metrics such as NPS to assess brand performance on CX parameters.
• Conduct customer interviews and surveys, reporting on gathered insights.
• Maintain communication with internal stakeholders (*, customer care) to identify gaps and opportunities.
• Flag business process issues (billing, installation, sales) requiring correction to ensure seamless customer experience.
• Ensure CX strategies align with broader marketing and business goals.
• Collaborate with product and technology teams for a seamless brand and buying experience across digital platforms.
• Design and implement customer retention programs to minimize churn and enhance engagement.
• Oversee customer service metrics (response time, resolution rate, CSAT) to drive continuous improvement.
• Monitor competitor strategies and industry trends to maintain leadership in customer experience.
• Analyze internal performance data to identify patterns affecting customer experience.
• Prepare and report weekly, monthly, and annual data-based insights to internal stakeholders.
• Support internal stakeholders with data analytics to improve areas impacting customer experience.
• Lead and manage projects and programs with internal stakeholders to enhance customer experience.

Strategy and Planning

• Contribute to the development and execution of divisional ABCs and 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 to achieve goals.

Governance and Resilience

• Adhere to all relevant policies, procedures, and processes for consistent daily operations.
• Identify opportunities for continuous improvement of processes and practices.
• Promote a high-performance work environment and uphold company values.

Qualifications

• 5-10 years of experience in customer experience or a related field.
• Demonstrated ability to monitor, analyze, and improve customer satisfaction.
• Experience in strategic planning and execution within a business context.