Manager Customer Experience Full-time Job

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

Apply a strong operational focus across the function to plan and respond to changes to deliver the best outcomes

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.

Kitopi is a tech-powered, multi-brand restaurant. Founded in January 2018, our mission is to satisfy the worlds appetite. We currently partner with over 200 brands, across UAE, Bahrain, KSA, Kuwait and Qatar, operating 200+ kitchens.
Our smart kitchen operating system (SKOS) - built in house, ensures speed and efficiency, in all our operations, across the business, with a focus on making sure our customers are always satisfied and that their brand is continuously growing.
Kitopi enables restaurants to open delivery only locations by providing the necessary infrastructure and software with minimal capital expenditures and time as well as taking care of the entire customer experience journey: receiving and processing orders, cooking, delivery operations and managing customer feedback.