Manager - CX Retention Strategy

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

Manager - CX Retention Strategy

Location: Dubai, United Arab Emirates

Industry: Internet – Strategy/Planning (Full‑time)

Job Snapshot

Role: Manager - CX Retention Strategy
Experience: 5 years

Overview

Manager – CX Retention Strategy in Dubai is an Internet industry position focusing on customer retention analysis, compensation performance, behavioral insights, and data‑driven CX policy improvement. The role supports talabat's regional CX teams and local markets by turning customer data into clear recommendations that improve retention, reduce inefficiencies, and protect policy integrity.

Key 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.
• Identify anomalies, abuse patterns, cost inefficiencies, and behavioral shifts in customer compensation activity.
• Provide quantitative insights that refine customer retention policies and improve compensation‑related decisions.
• Support A‑B testing and experimental design to measure the effect of policy changes and process improvements.
• Quantify how compensation initiatives influence retention, order frequency, platform engagement, and operating costs.
• Track weekly and monthly CX and compensation KPIs for business reviews and leadership updates.
• Build and maintain dashboards delivering real‑time visibility into compensation performance and customer behavior trends.
• Ensure transparency of key metrics across regions by highlighting risks, improvement areas, and recommended actions.
• Work with local market and product teams to improve data accuracy, tracking mechanisms, and reporting.
• Support business cases for new compensation initiatives, customer experience interventions, and policy updates.
• Collaborate with Policy, Fraud, Product, Data Science, and Finance teams to reduce misuse and improve policy efficiency.
• Prepare clear analytical recommendations balancing customer satisfaction, retention value, cost control, and policy fairness.
• Present complex findings simply for non‑technical stakeholders and cross‑functional teams.
• Use structured analysis to help regional teams make faster, better customer experience decisions.

Ideal Profile

• Bachelor's or Master's degree in Business, Data Analytics, Economics, Statistics, or a related field.
• 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 is preferred.
• Strong Excel skills for managing, cleaning, comparing, and analyzing large datasets.
• SQL experience required for extracting, validating, and analyzing customer and performance data.
• Experience with BI tools such as Looker or Tableau highly preferred.
• Strong understanding of customer retention, order frequency, refund behavior, compensation cost, and CX performance metrics.
• Ability to detect anomalous behavior, misuse trends, and hidden performance risks.
• Strong communication skills to explain technical findings to business stakeholders.
• Comfortable working across Policy, Product, Finance, Fraud, Data Science, Operations, and local market teams.
• Highly organized and able to manage multiple analysis priorities in a fast‑paced, deadline‑driven environment.
• Proactive, detail‑focused, and confident working with ambiguous data or evolving business questions.

Skills Set

• Customer retention analysis
• CX compensation strategy
• Performance analytics
• Business intelligence
• Excel advanced analysis
• SQL
• Looker
• Tableau (preferred)
• 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

Why Join Us

This role offers the opportunity to make a measurable impact on customer retention, compensation efficiency, and overall customer experience performance within a leading regional delivery platform. It is a strong fit for an analytical professional who wants to influence policy decisions, improve data visibility, and help teams build smarter customer recovery and retention strategies. Dubai is a major hub for digital commerce, delivery platforms, customer analytics, and Internet industry growth.

About the Company

Talabat is a leading local delivery platform and part of the Delivery Hero Group, connecting customers with food, groceries, and everyday delivery services through fast, convenient, technology‑driven solutions. With strong regional operations across the Middle East, Talabat continues to invest in customer experience, data‑led decision‑making, operational performance, and scalable digital commerce growth.