Specialist-Customer Value & Experience Management
5d ago

Do you love food and convenience put together? Then you just might love foodpanda.

foodpanda is the leading, on-demand food delivery company in the region, bringing thousands of your best-loved restaurants online into your home or office - fast!

However, this does not happen without some really awesome and remarkable people making it materialize! If you are one of those who would like to work in a fast-paced, truly global, and vibrant culture, feel free to apply as we are currently looking for a Specialist - Customer Value and Experience Management to be based in our head office in Karachi.

As a Specialist - Customer Value and Experience Management you will lead strategies to translate raw data into valuable business insights, guide initiatives to measure business health such as building dashboards and key performance indicators.

This role partners closely with key business leads, focusing on some of the most exciting challenges!

The ideal candidate will have a background in data science or a related quantitative field, with experience in delivering data visualization solutions and business insights, and engaging with stakeholders.

You are a self-starter, eager to learn, passionate about impact, and have demonstrated success in building data tooling and insights to drive understanding, progression, and decision making for large organizations.

Job Role and Responsibilities :

  • Lead a customer first mission representing our customers using VOC data and insights to balance the needs of our customers with those of the business to drive continuous improvement and add value to our customers
  • Extract, collate and analyze data from our GCP-based BigQuery or other sources within the organization to identify / detect pattern and trends
  • Examine past performance, identifying patterns and trends, providing insights to enhance department decision making in business planning, process improvement, solution assessment and lifecycle management
  • Champion after order NPS and restaurant rating and constantly strive to optimize it
  • Deeply involved in Customer Value Management roles including churn, lifetime value, improving proactive and reactive issued vouchers’ share and usage, tactical pricing, data science and digital insights, digital analytics and AI / ML solutions
  • Use CRM data to build a new data structure that captures customer sentiment beyond established customer metrics.
  • Share detailed insights with stakeholders across the organization on customer response.
  • Analyze Customer Support impact on key business metrics by investigating the following : The correlation between Quality / Satisfaction scores and customer retention and the impact of templated responses on customer satisfaction, engagement and retention
  • Requirements :

  • Bachelors in CS, Software Engineering, or Data Sciences. An MBA or postgraduate qualification in the financial background would be a plus.
  • Knowledge of SQL is a must. R & Python skills are highly preferred
  • Comfortable using business intelligence tools (e.g. Tableau) and data frameworks (e.g. Hadoop)
  • Previous experience in managing churn, customer experience and lifetime value management or related field will be a huge plus
  • At least 2 years of working experience in data mining / data interpretation and with stellar quantitative skills.
  • Extremely comfortable in working on Big Data with different stakeholders in the company
  • Effective inter-personal skills with a problem-solving attitude
  • Well equipped to work both in a team environment and can own initiative as well
  • Adept at G-Suit
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