Manager, Customer Experience Retention at DeliveryHero

ROLE SUMMARY: As a Manager, Cx Retention Strategy, you will be critical in shaping and optimizing customer retention policies through deep data analysis and behavioral insights. You will manage our regional compensation budget and support the Regional CX Operations and Local Markets by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of proactive and reactive compensation-related initiatives. This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations. You will collaborate closely with cross-functional teams — including Policy, Product, Data Science, and Finance — to ensure our compensation strategies are efficient, fair, and aligned with broader CX and business goals. If you are passionate about improving customer experience while balancing cost efficiency and policy integrity, this is an exciting opportunity to make a measurable impact in a dynamic environment. WHAT’S ON YOUR PLATE?   Compensation Analysis & Insights • Provide quantitative insights to support CX Operations and Policy teams, helping drive deep-dive analysis on customer behavior across regions and segments. • Monitor trends in usage, redemption, misuse, and eligibility to recommend policy refinements. • Identify anomalies or patterns of abuse in compensation and refund behaviors. • Support A/B testing and experimental design to assess the impact of policy or process changes. • Quantify the impact of compensation initiatives on customer retention, order frequency, and cost. CX & Compensation Performance Monitoring • Track and report on CX and compensation-related KPIs in weekly/monthly business reviews. • Build and maintain dashboards that provide real-time visibility into compensation performance and customer behavior. • Ensure transparency of key metrics across regions, highlighting risks, improvements, and actions. • Partner with markets and product teams to improve data accuracy and tracking mechanisms. Strategic Compensation Projects & Policy Support • Support the design and implementation of compensation-related initiatives, including business cases for new compensation/ CX interventions or policy updates. • Collaborate with Policy, Fraud, and Product teams to evaluate and mitigate misuse or inefficiencies in the current setup. • Drive quantitative recommendations that balance customer satisfaction with business efficiency   WHAT DID WE ORDER? Qualifications & Experience: • Bachelor’s or Master’s in Business, Data Analytics, Economics, Statistics, or a related field. • 5+ years of experience in data analytics, business intelligence, or performance management — preferably in e-commerce, CX, or compensation-related roles. • Strong proficiency in Excel; ability to manage and analyze large datasets. Experience with SQL is a must and BI tools (e.g., Looker, Tableau) is highly preferred. • Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus. Skills & Competencies: • Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights. • AI first mindset to build solutions faster • High attention to detail; ability to detect subtle behavioral trends and anomalies. • Excellent communication skills; able to present complex findings clearly to non-technical stakeholders. • Proactive, self-driven, and capable of working across teams to drive cross-functional alignment. • Strong organizational and time management abilities in a fast-paced, deadline-driven environment.