Sr. Manager Customer Experience Retention & Optimization

As the Senior Manager - CX Strategy & Performance, you will be part of the Regional Customer Experience team at Talabat. You will play a pivotal role in transforming customer experience at Talabat, 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. You will own a regional recovery budget for 8 talabat markets and be responsible for defining and tracking key experiential metrics, understanding drivers, analyzing data to identify customer pain points and using those metrics to deliver best-in-class customer experiences. You will be accountable for your team's performance, ensuring that insights are translated into impactful actions, and fostering a culture of collaboration, innovation, and customer-centricity. You will serve as a key bridge between CX Operations, Product, Data Science, and Finance to ensure our strategies are efficient, fair, and drive long-term customer retention while maintaining cost integrity. If you are passionate about customer-centric innovation, process optimization, and continuous improvement, this role is for you.