Senior Manager - Customer Experience

About HungerStation and Role Overview

HungerStation is a part of the Delivery Hero Group, a pioneer in local delivery platforms operating in more than 70 countries worldwide. With headquarters in Berlin, Delivery Hero is publicly listed on the Frankfurt Stock Exchange and included in the MDAX index. Our mission is to provide fast, easy, and exceptional delivery experiences directly to customers' doors.

Position Purpose

The Senior Manager of Customer Experience is responsible for ensuring an outstanding customer journey by monitoring, analyzing, and enhancing customer interactions across all touchpoints within HungerStation. This role involves gathering and interpreting feedback, tracking satisfaction metrics such as NPS, and collaborating across teams to continuously improve the customer experience.

Key Responsibilities

• Identify and evaluate all customer touchpoints to determine improvement opportunities for enhanced experiences.
• Collect, monitor, and analyze customer feedback and satisfaction metrics; provide actionable recommendations to internal teams for improvements.
• Conduct customer interviews and surveys to extract valuable insights and report findings.
• Maintain strong communication channels with customer care and other front-facing teams to uncover gaps and develop solutions.
• Highlight process issues within business operations—such as billing or installation—that may impact customer satisfaction, recommending corrective actions to ensure seamless experiences.
• Align customer experience strategies with overall marketing and business objectives for cohesive outcomes.
• Collaborate with product and technology teams to deliver smooth brand and purchasing experiences across platforms, including websites and self-service apps.
• Create and implement customer retention initiatives aimed at reducing churn and fostering long-term engagement.
• Supervise customer service performance metrics such as response times, resolution rates, and customer satisfaction scores to foster continual progress.
• Monitor competitor approaches and industry trends to maintain HungerStation's leadership in customer experience.
• Analyze internal performance data to identify patterns influencing customer experience and leverage insights to inform strategy.
• Generate data-driven reports on a weekly, monthly, and annual basis for internal stakeholders.
• Support internal teams through data analytics to enhance areas affecting customer experience.
• Lead cross-functional projects and programs focused on elevating the customer experience.

Strategy & Planning

• Assist in formulating and implementing the division's annual business plans and objectives (ABCs and OKRs), ensuring coordination with other department leaders.
• Make pivotal decisions that influence the strategic direction and tactical execution of the division.
• Track and assess OKRs and key performance indicators to guarantee target attainment, taking corrective measures when required.

Governance and Resilience

• Adhere strictly to company policies, procedures, and processes ensuring consistent and controlled daily operations.
• Participate actively in identifying and applying improvements in processes and practices to heighten efficiency.
• Promote a culture of high performance in alignment with HungerStation's values.

Candidate Profile and Qualifications

• 8 to 10 years of extensive experience in customer experience management, customer service, or operational roles.
• Advanced analytical skills with proficiency in feedback analysis, retention strategies, and business process enhancements.
• Competency in using CX tools, CRM platforms, and customer service software.
• Excellent leadership and communication capabilities to effectively influence and collaborate with stakeholders.
• Prior experience or knowledge of the food delivery or e-commerce sectors is advantageous.
• Ability to thrive in a fast-moving and dynamic environment while delivering measurable results.
• Robust project management skills with capability to oversee multiple initiatives concurrently.
• Proven experience in utilizing data-driven insights, customer segmentation, and personalization techniques to inform decisions.

Education Requirements

A Bachelor's degree in Business Administration or a related discipline is mandatory for this role.