Manager, Customer Experience Retention

About the Company

Talabat is part of Delivery Hero Group, a global local-delivery platform operating in about 65 countries. The parent company is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is included in the MDAX index. The mission is to provide a fast, seamless, and convenient delivery experience.

Role Overview

As the Manager of CX Retention Strategy, you will play a central role in designing and improving customer retention policies using detailed data analysis and behavioral insights. You will oversee the regional compensation budget and help Regional CX Operations and local market teams by studying customer patterns, spotting misuse trends, and assessing the business effects of both preventive and reactive compensation actions.

This position is deeply analytical and calls for advanced Excel and Looker capability, along with a strong data-led approach to turn findings into practical recommendations. You will work closely with Policy, Product, Data Science, and Finance teams to make sure compensation strategies remain efficient, fair, and aligned with wider customer experience and business objectives. If you enjoy improving customer experience while protecting cost efficiency and policy quality, this role offers a strong opportunity to create measurable impact.

Key Responsibilities

• Deliver data-backed insights for CX Operations and Policy teams, including detailed analysis of customer behavior across regions and customer segments.
• Review patterns in usage, redemption, misuse, and eligibility to suggest improvements to policy rules.
• Spot unusual behavior and possible abuse in compensation and refund activity.
• Contribute to A/B testing and experiment design to measure the effects of policy or process updates.
• Assess how compensation initiatives influence retention, order frequency, and overall cost.
• Monitor and report on CX and compensation KPIs during weekly and monthly business reviews.
• Create and maintain dashboards that give near real-time visibility into compensation performance and customer behavior.
• Keep key metrics transparent across markets and regions, with clear identification of risks, improvements, and required actions.
• Work with market and product teams to improve data quality and tracking methods.
• Support the creation and rollout of compensation initiatives, including business cases for new CX interventions or policy changes.
• Partner with Policy, Fraud, and Product teams to identify and reduce misuse or inefficiencies in the current setup.
• Provide quantitative recommendations that strike the right balance between customer satisfaction and business efficiency.

Qualifications

• Bachelor’s or Master’s degree in Business, Data Analytics, Economics, Statistics, or a related discipline.
• At least 5 years of experience in data analytics, business intelligence, or performance management, ideally within e-commerce, CX, or compensation-related work.
• Advanced proficiency in Excel and the ability to handle and analyze large datasets.
• SQL expertise is required, and experience with BI platforms such as Looker or Tableau is strongly preferred.
• Previous exposure to CX or financial performance measures such as retention, frequency, and refund behavior is an advantage.
• Strong analytical and critical-thinking ability, with comfort working through ambiguity and converting data into clear takeaways.
• An AI-first mindset with the ability to build solutions more quickly.
• Excellent attention to detail and the ability to identify subtle behavioral trends and anomalies.
• Strong communication skills with the ability to explain complex findings to non-technical audiences.
• Self-driven, proactive, and effective at collaborating across teams to build alignment.
• Good organization and time management skills in a fast-paced, deadline-oriented environment.

Additional Information

The role is based in Dubai, Dubai, United Arab Emirates and is a full-time, onsite position.