Manager, Customer Experience Retention Job at Delivery Hero (Dubai)

Sr. Manager Customer Experience Retention & Optimization

As the Senior Manager - CX Strategy & Performance, you will be part of the Regio...

Location

United Arab Emirates , Dubai

Salary:

Not provided

Delivery Hero

Expiration Date

Until further notice

Requirements

Bachelor’s or Master’s degree in Business Administration, Operations, CX, Data Analytics or a related field
7+ years of experience in customer experience, strategy offices, data analytics or performance, preferably in e-commerce, logistics, or the food delivery industry
Strong experience in people leadership, with a proven track record of managing and developing high-performing teams
Experience in data analysis (SQL preferred), and CX retention strategy with an ability to translate insights into action
Experience working in fast-paced, high-growth environments with cross-functional teams.

Job Responsibility

Lead the design and implementation of regional reactive and proactive compensation-related initiatives to prevent customer churn and maximise ROI
Oversee the development of business cases for new policy updates, balancing customer satisfaction with business efficiency
Drive cross-functional alignment with Fraud, Product, and Finance teams to mitigate inefficiencies and policy misuse
Oversee A/B testing and experimental designs to assess the scalability and impact of process changes
Monitor regional trends in compensation usage, redemption, and eligibility to recommend high-level policy refinements
Define, Own and track key CX performance metrics, identifying metrics that truly impact customer ordering behaviour and retention on the platform
Supervise the creation and maintenance of sophisticated dashboards providing real-time visibility into global compensation performance
Identify and highlight regional risks or improvements, ensuring transparency of key metrics across all talabat markets
Partner with product teams to enhance data accuracy and tracking mechanisms for customer behavior
Lead, mentor, and manage a team of strategic data analysts, ensuring high performance and professional growth

Fulltime

Sr Customer Experience Manager- Customer Journey

This role leads the development and execution of customer experience strategies ...

Location

United States , Bellevue; Overland Park; Frisco

Salary:

79900.00 - 144100.00 USD / Year

T-Mobile

Expiration Date

Until further notice

Requirements

Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
4-7 years Wireless experience
4-7 years Leadership experience
4-7 years Analytical experience
Strong understanding of planning, customer retention, and customer experience methods
Strong proficiency in Customer Journeys
Microsoft Office (Required) – Including advance skills in MS PowerPoint (C-Suite Presentations), and MS Excel (Formulas)
Basic understanding experience with MS SQL (Preferred)
Strong problem-solving capability and proficiency in root cause analysis along with ability to present findings to executives and complete postmortem analysis
Cross Functional Leadership (Required)

Job Responsibility

Lead the development and execution of customer experience strategies to improve service delivery across channels
Manage process optimization efforts to enhance project rollouts and operational efficiency
Collaborate with senior management to align customer experience initiatives with organizational goals
Oversee analysis and resolution of product issues affecting customers and employees
Provide coaching, feedback, and career development guidance to team members
Prepare and communicate departmental updates on key projects and performance metrics
Also responsible for other duties/projects as assigned by business management as needed

What we offer

Annual stock grant
Employee stock purchase plan
401(k)
Access to free, year-round money coaches
Medical, dental and vision insurance
Flexible spending account
Employee stock grants
Employee stock purchase plan
Paid time off
Up to 12 paid holidays

Fulltime

Manager, Customer Experience

The vision of the Customer Experience Management (CEM) team is to connect Wiz va...

Location

France , Paris

Salary:

Not provided

Wiz

Expiration Date

Until further notice

Requirements

5+ years of experience as a CSM, CEM, PM or related customer facing revenue focused role ideally within security or cloud
3+ years of experience managing Post Sales – Customer Success or Services roles focused on Fortune 100 accounts
Proven track record of mentoring and managing high-performing revenue teams
Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization
Deep understanding of Security SaaS offerings and pricing models and ability to learn Wiz's offerings with agility

Job Responsibility

Lead, mentor, and motivate a team of CEMs working with our most strategic customers
Provide the team with tactical and strategic guidance to ensure delivery of exceptional service, value realization, and project execution strategies to customers in your region
Actively manage and serve as the primary CEM for a small targeted portfolio of Strategic Accounts
Drive CEM strategy and customer deliverables to continuous grow impact of your team
Achieve or exceed quarterly revenue goals, tied to retention, growth, and adoption
Maintain and report accurate customer health and project status within region while collaborating with sales peers
Work with TAM leaders to drive customer outcomes and develop a culture of collaboration, learning, and success
Identify and activate strategies to proactively identify and grow value within accounts
Collaborate effectively cross functionality with key teams including Deal desk, Legal and Operations
Act as an escalation point for team around at-risk customers

Manager, Customer Experience

The vision of the Customer Experience Management (CEM) team is to connect Wiz va...

Location

United Kingdom , London

Salary:

Not provided

Wiz

Expiration Date

Until further notice

Requirements

5+ years of experience as a CSM, CEM, PM or related customer facing revenue focused role ideally within security or cloud
3+ years of experience managing Post Sales – Customer Success or Services roles focused on Fortune 100 accounts
Proven track record of mentoring and managing high-performing revenue teams
Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization
Deep understanding of Security SaaS offerings and pricing models and ability to learn Wiz's offerings with agility

Job Responsibility

Lead, mentor, and motivate a team of CEMs working with our most strategic customers
Provide the team with tactical and strategic guidance to ensure delivery of exceptional service, value realization, and project execution strategies to customers in your region
Actively manage and serve as the primary CEM for a small targeted portfolio of Strategic Accounts
Drive CEM strategy and customer deliverables to continuous grow impact of your team
Achieve or exceed quarterly revenue goals, tied to retention, growth, and adoption
Maintain and report accurate customer health and project status within region while collaborating with sales peers
Work with TAM leaders to drive customer outcomes and develop a culture of collaboration, learning, and success
Identify and activate strategies to proactively identify and grow value within accounts
Collaborate effectively cross functionality with key teams including Deal desk, Legal and Operations
Act as an escalation point for team around at-risk customers

Fulltime

Deputy Manager Customer Experience & Sales

Location

Italy , Noventa di Piave, Venezia

Salary:

Not provided

Calvin Klein

Expiration Date

Until further notice

Requirements

Experience as Senior Sales Associate
Preferably 1-2 years’ experience in similar role within structured environment
Highly developed business acumen
Ability to take a 'big picture' view of a situation
Good communication and collaboration skills and abilities
Highly detail oriented and organized in work
Fluent in Italian and basic English.

Job Responsibility

Ensure a positive selling environment by overseeing all aspects of the selling process and creating a welcoming atmosphere for customers
Set daily goals for customer service to enhance the overall experience, emphasizing responsiveness and satisfaction
Train and coach the team on standards, including customer service, product placement, and efficient time management
Assist in goal setting and verification to ensure the team is aligned with quantitative and qualitative objectives
Support recruitment and onboarding processes, ensuring new hires are appropriately introduced to the team and company culture
Provide continuous feedback to the team, fostering their professional development and addressing performance concerns
Facilitate effective communication by conducting regular briefings and training sessions on products, customer relationship management (CRM), and company updates
Oversee CRM activities to achieve retention, upgrading, and prospect conversion targets
Collaborate with other teams to allocate duties effectively, ensuring a seamless operation within the store
Monitor key performance indicators (KPIs) for continuous improvement, using company reports to analyze trends and identify areas for enhancement

What we offer

Balance – Work Smart, our flexible working model, is all about trust, connection, collaboration, and community
Health & Wellbeing – wellbeing programs, premium subscription to headspace, volunteering programs
Develop – PVH University curates and delivers training programs for you to continuously develop your professional and personal goals
Be at the forefront – stay closely connected to our brands, Calvin Klein and Tommy Hilfiger, and be part of market launches and receive employee discounts.

Fulltime

Deputy Manager Customer Experience & Sales

The Deputy Manager Customer Experience & Sales ensures the store performance and...

Location

Italy , Noventa di Piave, Venezia

Salary:

Not provided

Calvin Klein

Expiration Date

Until further notice

Requirements

Experience as Senior Sales Associate
Preferably 1-2 years’ experience in similar role within structured environment
Highly developed business acumen
Ability to take a 'big picture' view of a situation
Good communication and collaboration skills and abilities
Highly detail oriented and organized in work
Fluent in Italian and basic English.

Job Responsibility

Ensure a positive selling environment by overseeing all aspects of the selling process and creating a welcoming atmosphere for customers
Set daily goals for customer service to enhance the overall experience, emphasizing responsiveness and satisfaction
Train and coach the team on standards, including customer service, product placement, and efficient time management
Assist in goal setting and verification to ensure the team is aligned with quantitative and qualitative objectives
Support recruitment and onboarding processes, ensuring new hires are appropriately introduced to the team and company culture
Provide continuous feedback to the team, fostering their professional development and addressing performance concerns
Facilitate effective communication by conducting regular briefings and training sessions on products, customer relationship management (CRM), and company updates
Oversee CRM activities to achieve retention, upgrading, and prospect conversion targets
Collaborate with other teams to allocate duties effectively, ensuring a seamless operation within the store
Monitor key performance indicators (KPIs) for continuous improvement, using company reports to analyze trends and identify areas for enhancement

What we offer

Work Smart flexible working model
Health and wellbeing programs
Premium subscription to headspace
Volunteering programs
PVH University training programs
Employee discounts on Calvin Klein and Tommy Hilfiger brands

Fulltime

Deputy Manager Customer Experience & Sales

Reporting to the Store Manager, the Deputy Manager Customer Experience & Sales e...

Location

Italy , Milano

Salary:

Not provided

Calvin Klein

Expiration Date

Until further notice

Requirements

Experience as Senior Sales Associate
Preferably 1-2 years’ experience in similar role within structured environment
Highly developed business acumen
Ability to take a 'big picture' view of a situation
Good communication and collaboration skills and abilities
Highly detail oriented and organized in work
Fluent in Italian and basic English

Job Responsibility

Ensure a positive selling environment by overseeing all aspects of the selling process and creating a welcoming atmosphere for customers
Set daily goals for customer service to enhance the overall experience, emphasizing responsiveness and satisfaction
Train and coach the team on standards, including customer service, product placement, and efficient time management
Assist in goal setting and verification to ensure the team is aligned with quantitative and qualitative objectives
Support recruitment and onboarding processes, ensuring new hires are appropriately introduced to the team and company culture
Provide continuous feedback to the team, fostering their professional development and addressing performance concerns
Facilitate effective communication by conducting regular briefings and training sessions on products, customer relationship management (CRM), and company updates
Oversee CRM activities to achieve retention, upgrading, and prospect conversion targets
Collaborate with other teams to allocate duties effectively, ensuring a seamless operation within the store
Monitor key performance indicators (KPIs) for continuous improvement, using company reports to analyze trends and identify areas for enhancement

What we offer

Work Smart flexible working model
wellbeing programs
premium subscription to headspace
volunteering programs
PVH University training programs
employee discounts

Fulltime

Customer Experience Manager

Robert Half is seeking a motivated and strategic Customer Experience Manager to ...

Location

United States , Bethlehem

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Bachelor’s degree in business, marketing, communications, or related field
3+ years experience in customer experience, customer service management, or a related leadership role
Strong understanding of customer journey mapping, customer feedback tools, and service metrics
Excellent communication, leadership, and problem-solving skills
Experience implementing process improvements and driving team performance
Proficiency with CRM systems and customer analytics tools

Job Responsibility

Lead and develop a customer service team to ensure best-in-class interactions across all touchpoints (phone, digital, in-person)
Analyze customer feedback, identify trends, and collaborate cross-functionally to drive process improvements
Develop and implement customer experience strategies aligned with business goals
Set, monitor, and report on key performance indicators (KPIs) relating to customer satisfaction, retention, and loyalty
Advocate for our customers by championing their needs within the organization
Deliver ongoing training and coaching to customer-facing team members
Manage escalation processes to resolve complex customer concerns quickly and professionally

What we offer

medical
vision
dental
life and disability insurance
company 401(k) plan

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Manager, Customer Experience Retention

Job Description

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