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Manager - Customer Experience

2 months ago

Dubai, United Arab Emirates Kitopi Full time

Kitopi is the world’s leading tech-powered multi-brand restaurant. With a mission to satisfy the world’s appetite, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.

Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world’s largest technology-focused investment fund, Softbank Group Corp’s Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region.

With over 4,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar, and runs its engineering hub in Krakow, Poland, its robotics hub in Denmark, and its global customer experience center in Dubai, UAE.

**What You'll Do**:

- Develop and execute a comprehensive customer experience strategy that aligns with Kitopi's mission and objectives.
- Develop and propose tailored customer experience improvement strategies, which may include process improvements, technology implementations, and cultural changes.
- Continuously assess and review customer feedback, industry trends, and competitive benchmarks to identify opportunities for improvement.
- Lead cross-functional teams to drive customer-centric initiatives and enhance the overall customer experience.
- Implement best practices for continuous improvement in customer experience across all functions.
- Use data-driven insights and feedback to identify areas for enhancement and drive change initiatives.
- Create, maintain, and improve customer journey maps to understand and document the
- various touchpoints and interactions customers have with KITOPI. Identify pain points and areas for improvement.
- Identify and recommend process improvements to enhance the overall customer experience.
- Work with cross-functional teams to implement changes and streamline customer-facing processes.
- Continuously monitor and measure the effectiveness of customer experience improvements, adjusting as necessary.
- Collaborate with different departments within the organization, such as Brand Management,
- Operations, Product Management, and Contact Center to ensure a consistent customer experience across all touchpoints.
- Prepare and execute plans for managing and mitigating customer experience issues that may negatively impact customers.
- Create a root cause analysis mechanism to deep dive into reasons for customer dissatisfaction, and recommend process and system changes to improve CX.
- Work cross-functionally with different departments to align on methodologies, and insights, and prioritize change needed to improve journeys.
- Work with Operations, Brand, and Product Managers to review business rules that will simplify journeys and reduce customer effort.

**What Are We Looking For?**:

- Proven track record of delivering successful customer experience improvement projects.
- Experience in managing cross-functional projects, including planning, execution, and delivery.
- A deep understanding of customer needs and a genuine passion for improving their experiences.
- Proficiency in data analysis tools and techniques to extract actionable insights from customer data
- Expertise in leading and managing change within an organization to drive a customer-centric culture
- Understands and drives positive, inclusive, and innovative culture.
- The ability to bring people together, listen, and build open, mutually beneficial relationships with colleagues and peers
- Demonstrates personal resilience, coaching and supporting managers to build sustainable performance
- Acting to improve customer focus and sustainability within a function
- Minimum Bachelor’s degree, Master’s in Science desirable.
- Qualifications / certification or equivalence in Lean Six Sigma
- Certification in Project Management (PRINCE II, PMP)
- Excellent analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Solid experience in managing projects related to customer experience improvement.
- Familiarity with customer experience measurement tools and methodologies.
- Ability to drive change and innovation in a dynamic environment.
- Advanced MS Office, mainly PPT & Excel
- Excellent verbal and written communication skills
- Excellent organizational skills, having the ability to prioritize workload whilst being resilient and being able to cope well under pressure and meeting tight deadlines.

**Recruitment Process and Timeline**

**Benefits**
- Extensive learning opportunities - we offer many hard and soft skills training to help you improve and challenge yourself
- You'll be involved in customized workshops run by Kitopi Academy
- You’ll have a chance to work in an inter

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