Manager, Customer Experience

Delivery Hero SE; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A global delivery service provider is seeking a Customer Experience Analyst to oversee performance analysis, identify operational improvements, and implement service functions. This role requires 4+ years of analytical experience, proficiency in Excel and Google Workspace, and a strong focus on enhancing customer satisfaction throughout the delivery process.

Qualifications

• 4+ years of experience in analytical roles, particularly in customer experience.
• Hands-on experience delivering projects.
• Ability to analyse data and drive decision-making.
• Proficiency in Excel and Google Workspace.

Responsibilities

• Overlook performance analysis and process improvement suggestions.
• Track progress using project management tools.
• Identify areas for operational improvement.
• Implement service functions to address customer pain points.
• Collaborate with teams for customer feedback analysis.

Skills

Data analysis

Project management

Customer experience optimization

Collaboration

Stakeholder management

Tools

Excel

Google Workspace

Job description

Company Description

foodpanda 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

• Overlook the performance analysis, optimization, and process improvement suggestions for customer experience.

  
  

• Use project management tools to track progress, escalate issues, and report on key performance indicators (KPIs) to the country leadership.

  
  

• Help identify areas for operational improvement, applying best practices to enhance customer experiences and streamline internal processes.

  
  

• Own the implementation of service functions to address customer pain points across the pre, live, and post-delivery stages, ensuring a stellar experience.

  
  

• Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis, organizing and recommending process improvements to enhance customer experience.

  
  

• Manage internal stakeholders to set expectations and influence decisions

  
  

• Work with the Shared Service Centre to implement regional and global best practices for customer experience management.

  
  

• Work with product rollout teams to ensure seamless rollouts of new vendor products

  
  

• Monitor and identify potential forces that impact customer satisfaction, actively working to leverage positive factors and mitigate negative ones.

  
  

Qualifications

• 4+ years of experience in analytical roles, particularly in customer experience, support and operations management.

  
  

• Hands-on experience delivering projects

  
  

• Ability to analyse data and use insights to drive decision-making and process improvement

  
  

• Proficiency in Excel and Google Workspace