Customer Experience Senior Manager

Job description

Lead the improvement of customer experience at HungerStation, part of the Delivery Hero Group. Monitor customer experience, collect feedback, measure satisfaction levels, and track key metrics throughout the customer lifecycle. Responsibilities include analyzing touch points and identifying improvement opportunities, collecting and analyzing feedback to propose enhancements, conducting interviews and surveys, communicating with internal teams, raising flags for process issues, aligning CX strategies with marketing and business goals, collaborating with product and technology teams for seamless brand and purchase experiences, designing retention programs, overseeing service metrics, monitoring competitor strategies, analyzing internal performance data, preparing regular data-driven insights reports, supporting stakeholders with analytics, leading CX improvement projects, contributing to division OKRs, making strategic decisions, tracking performance indicators, adhering to policies and procedures, driving continuous process improvement, and fostering a high‑performance work environment.

Requirements

• 8 - 10 years of experience in customer experience, customer service, or operations
• proficiency in customer feedback analysis, retention management, and process improvement
• proficiency in CX tools, CRM software, and customer support platforms
• excellent communication and leadership skills with ability to influence stakeholders
• knowledge of food delivery or e‑commerce industry is a plus
• ability to work in a fast‑paced dynamic environment and drive results
• strong project management skills with ability to execute multiple initiatives simultaneously
• experience in data‑driven decision‑making, customer segmentation, and personalization strategies
• Bachelor's degree in Business Administration or a related field.

Skills