Customer Experience Senior Manager

Delivery Hero
Riyadh
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8-10 yearsEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving"]

Lead and optimize the customer experience strategy in a fast‑paced e‑commerce environment. Own CX metrics (NPS, CSAT, response/resolution times), run customer feedback loops, collaborate with product and tech to ensure seamless brand and buying experiences, design retention programs to reduce churn, and report insights to stakeholders while driving alignment with OKRs.

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FursaFursa
Delivery Hero
Delivery Hero
6 months ago

Customer Experience Senior Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead and optimize the customer experience strategy in a fast‑paced e‑commerce environment. Own CX metrics (NPS, CSAT, response/resolution times), run customer feedback loops, collaborate with product and tech to ensure seamless brand and buying experiences, design retention programs to reduce churn, and report insights to stakeholders while driving alignment with OKRs.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Identify and improve customer touch points across the lifecycle to enhance the customer experience.
  • •Collect, analyze and act on customer feedback, measuring metrics such as NPS to gauge CX performance.
  • •Lead interviews and surveys to gather insights and report them to stakeholders.
  • •Coordinate with internal teams (customer care, product, technology) to close gaps and optimize the brand and buying experience.
  • •Design and implement customer retention programs to minimize churn and improve long-term engagement.

Key Requirements

  • •8 - 10 years of experience in customer experience, customer service, or operations.
  • •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.
  • •Knowledge of food delivery or e-commerce industries is a plus.
Experience:8-10 yearsCustomer experienceE-commerceFood delivery
Education:Bachelor's in Business Administration
Skills:LeadershipCommunicationProblem-solving
Languages:English

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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