Customer Experience Manager

5 days ago

Karachi, Sindh, Pakistan foodpanda Full time

Get AI-powered advice on this job and more exclusive features.

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

  • Manage the performance analysis, optimization, and process design for the customers.
  • Lead the design and implementation of best-in-class service functions to address customer pain points across the pre, live, and post-delivery stages, ensuring a stellar experience.
  • Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis, organizing and recommending process improvements with a focus on outer loop initiatives to enhance user experience.
  • Align with commercial, vendor operations, and marketing teams to continuously improve customer satisfaction and maximize Net Promoter Score (NPS).
  • Work with the Shared Service Centre to implement regional and global best practices for customer experience management.
  • Monitor and identify potential system forces that impact NPS, actively working to leverage positive factors and mitigate negative ones.
  • Champion after-order NPS and restaurant ratings, driving continuous optimization efforts.
  • Contribute to Customer Value Management initiatives, including churn reduction, lifetime value optimization, proactive and reactive voucher usage, and digital analytics.
  • Develop reports, dashboards, and KPIs on cancellations, after-order NPS, and customer experience metrics for higher management.

Qualifications
  • A 4-year degree in STEM from a reputable institution, with a strong proficiency in SQL and Python; additional skills in data science are a plus.
  • 5-7 years of experience in analytical roles, particularly in customer support strategy or experience management.
  • Proficiency in business intelligence tools such as Tableau, with a passion for Power BI and Google Data Studio.
  • Strong experience in predictive modelling, forecasting, and data analysis using Excel or other relevant tools.
  • Highly organized, self-disciplined, and capable of managing multiple projects with effective prioritization.
  • Analytical mindset, data-driven, and focused on continuous process improvement.
  • Strong communication and interpersonal skills, with a proactive, problem-solving attitude.
  • Proficient in G-Suite and other productivity tools.

Additional Information

What does your playfield look like?
  • We work in a flexible but fast paced environment.
  • We start and end with customers to deliver exceptional service.
  • We love to innovate, prioritize, decide, and deliver.
  • We love what we do, and we don't rest until our targets are achieved.. So if you're also someone who is driven until the dream is achieved, come join us.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionMarketing and Product Management
  • IndustriesSoftware Development and IT Services and IT Consulting

Referrals increase your chances of interviewing at foodpanda by 2x

Sign in to set job alerts for "Customer Experience Manager" roles.Customer Services Specialist - International

Karachi Division, Sindh, Pakistan 17 hours ago

Karachi Division, Sindh, Pakistan 1 month ago

Karachi Division, Sindh, Pakistan 3 days ago

Karachi Division, Sindh, Pakistan 2 days ago

Commercial Experience Executive - Mat CoverBehavioural Health Patient Intake Executive - US Medical Billing (work from office only)Customer Service & Support Representative - CSR

Karachi Division, Sindh, Pakistan 3 months ago

Senior Analyst - Client Care Unit (Regulatory Compliance)

Karachi Division, Sindh, Pakistan 2 months ago

Analyst - Client Experience (Quality Assurance)

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

  • Customer Experience Manager

    4 days ago

    Karachi, Sindh, Pakistan beBeeManager Full time 800,000 - 1,500,000

    Job OverviewAn Assistant Manager in our team will play a vital role in delivering exceptional customer experiences and satisfaction.Key Responsibilities:Customer Query Resolution: Resolve customer queries in a timely and professional manner.Spare Parts Coordination: Coordinate the arrangement of spare parts and tools for service centers.Product Sale...

  • Customer Experience Manager

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeOperations Full time

    Key Responsibilities:Establish and oversee the day-to-day operations of a call centre, including staff management, process implementation, and performance analysis.Handle customer inquiries, requests, orders, and complaints via calls, chats, and emails, ensuring timely and effective resolutions.Conduct needs assessments, reviews, and cost analyses to drive...

  • Customer Experience Manager

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeOrganizational Full time 800,000 - 1,000,000

    As a Call Center Executive, you will be responsible for establishing a new office in Karachi and overseeing the office infrastructure.Key ResponsibilitiesThe ideal candidate will be a highly organized and motivated individual who is able to manage multiple tasks and prioritize effectively.Strong communication skills are essential for this role as you will be...

  • Customer Experience Leader

    4 days ago

    Karachi, Sindh, Pakistan beBeeCustomerExperience Full time 6,000,000 - 8,000,000

    Job Title: Customer Experience LeaderJob Summary:As a Customer Experience Leader, you will be responsible for developing and executing customer service strategies to drive business growth through enhanced customer satisfaction.Key Responsibilities:Develop and implement customer experience plans to meet business objectivesBuild and maintain strong...

  • Customer Experience Specialist

    4 days ago

    Karachi, Sindh, Pakistan beBeeCustomerExperience Full time 8,000,000 - 15,000,000

    Customer Experience Specialist\The key to our success lies in delivering exceptional customer experiences. To achieve this, we are seeking a skilled Customer Experience Specialist who will play a pivotal role in ensuring that our customers receive the highest level of service and support.\As a Customer Experience Specialist, you will be responsible for...

  • Customer Experience Expert

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeCustomerExperience Full time 900,000 - 1,200,000

    Job DescriptionWe are seeking an experienced Customer Experience Manager to lead the development and implementation of our customer experience strategy.The ideal candidate will have a strong background in customer support strategy or experience management, with a proven track record of driving continuous process improvement.Manage performance analysis,...

  • Customer Experience Champion

    4 days ago

    Karachi, Sindh, Pakistan beBeeCustomerSuccess Full time 1,200,000 - 1,500,000

    Customer Success ManagerJob Description:The role of a Customer Success Manager is to provide exceptional customer support and build strong relationships with customers from the US/UK Region.They will analyze customer data to enhance customer experience, leading to sustainable business growth.Providing accurate, valid, and complete information by using the...

  • Customer Experience Lead

    2 weeks ago

    Karachi, Sindh, Pakistan beBeeCustomer Full time

    At Softech-Worldwide, we are seeking a highly skilled Customer Success Manager to lead our customer experience efforts. This role is crucial in ensuring our customers achieve their goals and objectives through successful adoption, retention, and onboarding.We operate globally with multiple locations across various regions.Key ResponsibilitiesDevelop and...

  • Customer Experience Advocate

    5 days ago

    Karachi, Sindh, Pakistan beBee Careers Full time 500,000 - 700,000

    Customer Service Representative JobThe ideal candidate is passionate about delivering exceptional customer experiences and proactively resolving issues.Key Responsibilities:Communicate effectively with customers via phone, providing timely and knowledgeable responses to their inquiries.Provide insightful answers to questions about products, pricing, and...

  • Customer Experience Advocate

    2 days ago

    Karachi, Sindh, Pakistan beBeeCustomerExperience Full time 2,500,000 - 3,500,000

    Job Summary:We are seeking a Customer Experience Consultant to deliver exceptional service to our customers. The ideal candidate will execute operational tasks efficiently, identify and resolve issues, and work closely with teams to provide seamless support.About the RoleDeliver superior customer experience through efficient execution of operational...