CX Retention Strategy Lead

Talabat; Dubai; On-site; AED 150,000 - 180,000; Full time

Job summary

Talabat is seeking a Manager - CX Retention Strategy in Dubai. The role focuses on customer retention analysis and data-driven policy improvement by analyzing customer behavior and compensation performance.

With 5 years of experience required in e-commerce or digital platforms, this position collaborates with various teams to optimize customer experience strategies across the region.

By joining Talabat, you will influence impactful customer strategies within a leading delivery platform in a vibrant market.

Qualifications

• 5 years of experience in data analytics, business intelligence, performance management, CX analytics, or compensation-related analysis.
• Experience in e-commerce, customer experience, digital platforms, food delivery, or fast-moving consumer technology environments preferred.
• Strong understanding of customer retention, order frequency, refund behavior, compensation cost, and CX performance metrics.

Responsibilities

• Analyze customer behavior patterns across regions and segments to support CX Operations and Policy decisions.
• Monitor compensation usage, redemption trends, refund behavior, eligibility patterns, and potential misuse indicators.
• Support A-B testing and experimental design to measure the effect of policy changes and process improvements.

Skills

Customer retention analysis

CX compensation strategy

Performance analytics

Business intelligence

Excel advanced analysis

SQL

Looker

Tableau

Dashboard development

Customer behavior analysis

Refund behavior analysis

Misuse trend detection

A-B testing

Experimental design

KPI reporting

Data storytelling

Policy analysis

Financial impact analysis

Stakeholder management

Cross-functional collaboration

AI-first solution mindset

Education

Bachelor's or Master's degree in Business, Data Analytics, Economics, Statistics, or a related field

Tools

Excel

SQL

Looker

Tableau

Job description

Talabat is seeking a Manager - CX Retention Strategy in Dubai. The role focuses on customer retention analysis and data-driven policy improvement by analyzing customer behavior and compensation performance.

With 5 years of experience required in e-commerce or digital platforms, this position collaborates with various teams to optimize customer experience strategies across the region.

By joining Talabat, you will influence impactful customer strategies within a leading delivery platform in a vibrant market.