Regional CX Strategy Leader - Retention & Loyalty

Talabat; Dubai; On-site; AED 446,400 - 669,600; Full time

Job summary

Talabat in Dubai is seeking a Senior Manager - CX Strategy to influence customer experience transformation across its regional platform. This senior role involves leading customer experience initiatives, improving retention strategies, and managing performance analytics.

The ideal candidate will have at least 7 years of experience in customer experience and strategy, specializing in data-driven decision-making. Join a leading platform in a competitive digital commerce environment, where you'll enhance customer engagement and loyalty.

Qualifications

• 7 years of experience in customer experience, strategy, analytics, performance management, consulting, or business transformation.
• Experience in e-commerce, logistics, food delivery, digital platforms, or fast-growth technology environments.
• Proven people leadership experience with the ability to manage, coach, and grow high-performing analytical teams.
• Strong understanding of customer retention, CX performance metrics, recovery policies, and customer journey optimization.
• Practical experience using data analysis to identify trends, explain performance, and recommend business actions.

Responsibilities

• Lead regional customer experience initiatives focused on retention, recovery, compensation policy, and customer loyalty.
• Design and improve reactive and proactive compensation-related strategies that help reduce customer churn.
• Manage regional recovery budget performance across multiple talabat markets with strong attention to ROI.
• Build business cases for policy updates and CX transformation initiatives.
• Use customer behavior data and CX performance indicators to identify service gaps.
• Oversee A-B testing and experimental designs to measure impact of new customer experience initiatives.
• Define and track customer experience metrics that influence ordering behavior, retention, and reliability.

Skills

Customer experience strategy

CX performance management

Customer retention planning

Compensation policy design

Recovery budget management

SQL (preferred)

Dashboard reporting

A-B testing

Customer journey analysis

Data-driven decision-making

Stakeholder management

Product collaboration

Finance and cost control alignment

Fraud and policy misuse control

Team leadership and coaching

Executive presentation

Cross-functional project delivery

Process optimization

AI-first solution mindset

Education

Bachelor's or Master's degree in Business Administration, Operations, Customer Experience, Data Analytics, or related field

Job description

Talabat in Dubai is seeking a Senior Manager - CX Strategy to influence customer experience transformation across its regional platform. This senior role involves leading customer experience initiatives, improving retention strategies, and managing performance analytics.

The ideal candidate will have at least 7 years of experience in customer experience and strategy, specializing in data-driven decision-making. Join a leading platform in a competitive digital commerce environment, where you'll enhance customer engagement and loyalty.