About the job
In the role of Manager, Post-Delivery Experience within talabat’s Customer Experience team, you will take charge of the complete customer journey after an order has been delivered. Your leadership will drive impactful initiatives aimed at enhancing customer satisfaction and business metrics, including contact rates, cost-to-serve, and customer retention.
This dynamic position requires a combination of strategic vision and hands-on execution. You will leverage customer insights and operational data to identify challenges, design and test innovative solutions, pilot these solutions across various markets, and ensure ongoing enhancement through continuous performance tracking.
Collaboration is key; you will work closely with teams in Product, Technology, Data Science, and Operations to transform insights into actionable improvements, ensuring consistent implementation across different markets.
WHAT YOU WILL BE RESPONSIBLE FOR:
1) Data-Driven Problem Identification and Insight Development
Pinpoint critical post-delivery pain points using customer feedback, operational metrics, and financial indicators.
Conduct thorough analyses (including cohort studies, funnel diagnostics, and root-cause analysis) to identify key drivers and assess opportunity potential.
Establish clear success metrics and guidelines for each initiative, ensuring robust pre- and post-implementation evaluations.
2) Comprehensive Program Management and Scalable Execution
Oversee the entire lifecycle of initiatives, from defining the problem statement to designing solutions, aligning stakeholders, piloting delivery, and planning rollout and iterations.
Foster continuous improvement by optimizing programs based on defined success outcomes.
Create replicable playbooks to facilitate consistent program adoption across various markets and teams.
3) Performance Measurement, Experimentation, and Governance
Implement hypothesis-driven decision-making: select appropriate validation methods (A/B testing or pre/post analysis) based on the nature of the change.
Ensure that every rollout incorporates a measurement strategy, monitoring schedule, and clear decision criteria (scale up, iterate, or discontinue).
Collaborate with Data Science and Performance Management teams to guarantee data accessibility, metric accuracy, and dashboard readiness.
4) Proficiency in Data Tools and Analytics Framework
Demonstrate proficiency with tools like Looker and Google Sheets for dashboard creation and ongoing program health monitoring.
When advanced analytics are needed, engage Data Science with a well-defined brief: issue statement, hypotheses, key queries, necessary data segments, and anticipated decisions.
5) Leadership and Cross-Functional Collaboration
Lead cross-functional teams to drive alignment and execution on initiatives that enhance the post-delivery customer experience.