Customer Experience Manager

4 weeks ago

Karachi, Sindh, Pakistan Delivery Hero SE Full time

Company Description

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.

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