Senior Manager - CX Strategy

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

Job Snapshot

Role: Senior Manager - CX Strategy
Location: Dubai, United Arab Emirates
Industry: Internet
Function: Strategy/Planning
Experience: 7 years
Job Type: Full-time

Overview

Senior Manager - CX Strategy in Dubai, United Arab Emirates is an Internet industry opportunity focused on customer experience transformation, retention strategy, performance analytics, and regional service improvement across talabat markets. This senior role is designed for a data-driven CX leader who can manage customer recovery policies, improve loyalty, guide analysts, and influence practical changes across product, operations, finance, and local market teams. The position supports better customer journeys by turning performance data, compensation trends, service recovery insights, and customer pain points into measurable business actions. The successful candidate will help shape customer experience standards across multiple markets while protecting cost efficiency, improving ordering behavior, and strengthening long-term customer trust in the platform.

Job Details

Country: United Arab Emirates
City: Dubai
Salary: 40,000-60,000 (Estimated salary range based on similar jobs; please confirm the final offer with the employer.)
Gender: Any
Nationality: Any

Key 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, fairness, and cost discipline.
• Build business cases for policy updates, process improvements, and CX transformation initiatives.
• Monitor compensation usage, redemption behavior, eligibility rules, and customer recovery trends across markets.
• Use customer behavior data and CX performance indicators to identify service gaps and ordering journey pain points.
• Oversee A‑B testing and experimental designs to measure the impact and scalability of new customer experience initiatives.
• Define, own, and track customer experience metrics that influence ordering behavior, retention, and platform reliability.
• Supervise dashboards and reporting tools that provide clear visibility into regional CX performance.
• Highlight market-level risks, operational gaps, and improvement opportunities for leadership review.
• Work with Product and Technology teams to improve customer behavior tracking, data quality, and product-led CX enhancements.
• Partner with Fraud, Finance, Product, and Analytics teams to reduce policy misuse and improve decision accuracy.
• Lead, mentor, and develop a team of strategic data analysts focused on insights, performance, and customer journey improvement.
• Set team goals, KPIs, and performance expectations aligned with talabat's regional customer experience priorities.
• Collaborate with Customer Support, Vendor Operations, Logistics, and local market teams to improve reliability and service outcomes.
• Prepare clear presentations and recommendations for senior stakeholders, including executive-level audiences.

Ideal Profile

• Bachelor's or Master's degree in Business Administration, Operations, Customer Experience, Data Analytics, or a related field.
• 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.
• SQL knowledge is preferred, especially for candidates working closely with analytics and reporting teams.
• Strong stakeholder management skills with the ability to influence Product, Finance, Operations, Fraud, and senior leadership teams.
• Comfortable managing regional priorities across multiple markets in a fast-paced operating environment.
• Consulting experience is preferred for candidates who have supported complex cross‑functional projects.

Skills Set

• 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

Why Join Us

This opportunity gives an experienced CX strategy leader the chance to influence customer experience across a leading regional delivery platform. The role combines analytics, strategy, customer recovery, product collaboration, and team leadership, making it ideal for professionals who want to create measurable improvements in customer loyalty and platform performance. Dubai, United Arab Emirates is a strong regional hub for digital commerce, delivery platforms, customer analytics, and technology‑led operations. This role offers exposure to multi-market decision-making, senior stakeholder engagement, and high-impact customer experience transformation in a competitive Internet industry environment.

About the Company

talabat is a leading local delivery platform and part of Delivery Hero Group, connecting customers with food, groceries, and everyday delivery services through fast, convenient, and technology-driven solutions. From its regional presence in Dubai, talabat continues to support digital commerce growth across the Middle East with a strong focus on customer experience, operational reliability, and platform innovation.