Manager Partner Experience

talabat; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

talabat is seeking a Program Manager - PX to enhance partner experiences by developing and improving partner-facing policies and processes. This role involves collaborating with multiple stakeholders and requires strong program and project management skills. The ideal candidate will drive retention initiatives while managing dynamic priorities in a fast-paced environment.

Qualifications

• 7+ years of program or project management experience.
• Experience using data to drive process improvements.
• Demonstrated expertise in on-time delivery of project solutions.

Responsibilities

• Drive strategic programmatic initiatives for partner retention.
• Design and launch policies to address Partner pain points.
• Identify improvements to existing SOPs based on market feedback.

Skills

Program Management

Project Management

Data Analysis

Stakeholder Management

Time Management

Tools

Salesforce

Job description

Get AI-powered advice on this job and more exclusive features.

talabat 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

Role Summary

This role will join the central team at Talabat, responsible for elevating the bar on the experience for our Partners. The team drives all partner-facing policies and processes, collaborating on automation initiatives, and driving programmatic initiatives to deliver accelerated and profitable growth for Talabat Partners.

The “Program Manager - PX” will act as single-threaded owner for building, upgrading, and reviewing the implementation and impact of all Partner facing SOPs and processes (such as order cancellation, refund, dispute, etc.) - with the objective to increase Retention of our Partners on the platform, with higher lifetime value. The person will engage directly with multiple stakeholders across Sales, Product, Support Operations, and the regional Partner Growth team to raise the bar on Partner experience through these efforts.

The role will require dealing with constantly evolving priorities and working in a fast-paced environment. The ideal candidate will possess a blend of technical expertise, industry experience, and strong stakeholder management skills, aligning with the organization's growth strategy to foster effective partnerships and drive innovation.

What’s On Your Plate?

• Help improve Partner Retention for the Food business by driving strategic programmatic initiatives across the calendar, to help throughout the lifecycle and various touchpoints for our restaurant Partners.
• Design and launch new policies to support Partner pain points, where such policies do not exist. Align internal stakeholders to gain buy-in to launch and scale the implementation.
• Identify and execute improvements to existing SOPs and processes, based on feedback from the market (Sales and Partners, through NPS and Satisfaction surveys, and Voice of Partner program). This should also take into account constantly changing macro scenarios (e.g., legal requirements on onboarding documents).
• Own the vSAT metric to reflect Partner satisfaction levels, and complement the vNPS metric, which is our north star metric to measure experience and pain points, offering improvement opportunities.
• This role would also play a key role in managing churn and contribute to retention improvement on the platform for our long-tail accounts, where maintaining good quality of support (policies and process-driven) is critical for their growth.
• Work closely with the central Product team to recommend improvements to Partner-facing features (e.g., reporting). This should help reduce the volume of contacts and ensure we improve the self-serve capabilities for our Partners.
• Identify data-backed insights to further our efforts on scalable initiatives, acting as a thought leader for the Partner Growth org on this front.

Qualifications

What Did We Order?

• 7+ years of program or project management experience.
• Experience using data and metrics to determine and drive process improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership is a must-have.
• Demonstrated expertise in on-time delivery of project solutions with structured and organized project documentation, and excellent time management capabilities.
• Experience with CRM data, including Salesforce, is required.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Software Development and IT Services and IT Consulting

Referrals increase your chances of interviewing at talabat by 2x

Get notified about new Experience Manager jobs in Dubai, Dubai, United Arab Emirates .

Role in Customer Excellence (Emiratisation)

Marketing Performance & Insights Manager

VICE PRESIDENT-INFORMATION TECHNOLOGY - DDW

IT Delivery Manager – Business Technology – Dubai Holding Asset Management

Dubai, Dubai, United Arab Emirates 22 hours ago

Corporate Bank - Customer Service Manager - Associate / Assistant Vice President

Operations Manager, Wellness & Guest Experience

Dubai, Dubai, United Arab Emirates 22 hours ago

Senior Manager - Projection & Cinema Systems - Roxy Cinema - Dubai Holding Entertainment

Senior Role in Quality & Brand Experience - Armani Hotel Dubai - Emaar Hospitality Group

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Experience Manager • Dubai, Dubai, United Arab Emirates