Senior Manager - Customer Experience
6d ago

Department : Customer Operations

Reports to : Head of Customer Operations

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 Senior Manager Customer Experience to be based in our head office in Karachi.

The Senior Manager Customer Experience will own the full suite of customer experience metrics. A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers.

Job Role and Responsibilities :

  • As one of the brains behind our customers’ operations, you will be responsible for the performance analysis, optimization and process design of one of the biggest stakeholders of our business : customers.
  • You will lead towards designing in best in class service functions to address customer pain points during pre, live, and post-delivery and set them up to offer a stellar experience
  • You’ll be in a highly data-driven role working on customer touchpoint feedback analysis, organizing and recommending changes with a key focus on outer loop initiatives to improve user experience through Bottom-Up NPS Closed Feedback Loop aligning our commercial, vendor operations and marketing departments
  • You’ll be adept at managing stakeholders, be it the city or functional managers or vendors to influence business goals with the ultimate purpose to maximize our NPS.
  • You’ll be required to be deeply involved with our Shared Service Centre in Malaysia to collaborate, understand and implement our regional and global best practices
  • Every day you would be consistently identifying and monitoring how forces within the system can potentially impact NPS - for the good or worse
  • You’ll be the champion of after order NPS and restaurant rating and constantly strive to optimize it
  • You’ll be 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
  • You’ll lead the team to develop reports, dashboards and views for higher management on cancellations, after order NPS, and all those KPIs that form a quintessential part of customer experience
  • Requirements :

  • A 4-year degree program in STEM from a reputable institution with SQL and Python knowledge is a must, further skill in data science is a plus
  • 6 years or more experience in analytical roles involving designing customer support strategy / experiencing is required for succeeding in this role
  • You are comfortable using business intelligence tools (e.g. Tableau)
  • Power BI and Google Data Studio excite you.
  • You are proficient in predictive modeling and forecasting via Excel or other tools
  • Highly organized and self-disciplined, able to work on multiple projects in a self-structured and well-prioritized way
  • Extremely analytical, data-driven & with a keen eye on process improvement
  • Effective communication and interpersonal skills with a problem-solving attitude is the cornerstone of your personality
  • You must be adept at G-Suite
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