Customer Experience Senior Manager

HungerStation 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.

Purpose:

To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS

Key Accountability Areas:

Customer Experience

• Identify touch points during customer experience and analyze the current state of these touch points and how to improve them. 

• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

• Conduct customer interviews and surveys and report on insights

• Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.

• Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company

• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes

• Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app

• Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.

• Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.

• Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience

• Analyze internal company’s performance data and find out patterns that might affect the customer experience. 

• Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders. 

• Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience. 

• Lead and manage projects and programs with internal stakeholders to improve customer experience.

Strategy & Planning

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads. 

• Make critical decisions that support the Division's strategic and tactical direction. 

• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. 

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. 

• Uphold a high-performance working environment and promote HS’s Values.

Knowledge and Experience

• 8 - 10 years of experience in customer experience, customer service, or operations, 

• Strong analytical skills with experience 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 the ability to influence stakeholders.

• Knowledge of food delivery or e-commerce industries is a plus.

• Ability to work in a fast-paced, dynamic environment and drive results.

• Strong project management skills with the ability to execute multiple initiatives simultaneously.

• Experience in data-driven decision-making, customer segmentation, and personalization strategies.

Education and Certifications

Bachelor’s degree in Business Administration, or a relevant field is required.