Customer Engagement Manager
| Company Name: | Kitopi |
| Employment Type: | Full Time |
| Location: | Dubai |
| Experience: | 2-5 years |
| Degree: | Bachelor |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| Kitopi is a tech-powered food company. We partner with and invest in restaurants and food concepts to help them expand beyond borders. Founded in 2018, our mission is to satisfy the world’s appetite. Kitopi (pronounced: “Kee-Toh-Pee”) stands for Kitchen Utopia. We are enablers, partnering with brands to deliver food about you. We do this by providing services centered around (but not limited to) sourcing, preparing, producing, and packaging – working closely with our delivery partners to ensure a safe and quick delivery. This is made possible thanks to our in-built, pioneering cloud kitchen technology ‘SKOS’ – a first-of-its-kind innovation in the world and our 3500+ Kitopians, who bring their best every day. In addition to on-demand meals cooked in our cloud kitchens, we also offer subscription-based meal plans and a first-of-its-kind virtual food court concept Mix ‘N’ Match. Kitopi currently operates more than 100 kitchens across the UAE, KSA, Kuwait, Bahrain and Qatar with its tech-hub in Poland and its customer experience center in the UAE. What You’ll Do To be responsible for setting up a business wide customer engagement strategy, creating customer wow moments to improve NPS, CSAT and churn scores. Create customer profiling and customer segmentation for Kitopi’s customer base. Set up campaigns for subscription and meal plan business to increase per user revenue, improve renewal rate and reduce churn. Work with data science team to create a churn prediction model. Set up strategies to reduce churn through proactive and reactive retention activities. Lead the requirements and implementation of the CRM system. Set up flags, triggers and functionalities based on customer behavior and journey data points. Set up a next best action strategy to increase revenue and reduce churn. Create targeted campaigns based on data to upsell and cross sell across brands. Create plans to reduce order compensations and refunds through root cause analysis and resolution. Create a user toolkit to quantity, classify and instantly resolve customer issues. Set up strategies to review and improve the experience of highly defected orders. Set up a defect orders monitoring and resolution process. Identify high frequency customer, create an engagement plan to increase order value, improve brand loyalty and reduce churn. Identify automation opportunities across customer touchpoints. Drive the usage of digital channels and reduce customer effort scores. What We Look For Minimum 5 years’ experience in a customer engagement senior manager role. Must have experience in setting strategies for global brands to increase engagement score and reduce churn. Large projects management expertise is a must Experience in building and executing business cases with ROI to initiatives. Change management expertise Minimum Bachelor’s degree, Master’s in Science desirable. Qualifications/certification or equivalence in Lean Six Sigma Certification in Project Management (PRINCE II, PMP) Strong Analytical skills Technical reporting skills Strong Project Management skills, knowledge of Microsoft Project or equivalent skills Strong interpersonal communication skills Recruitment Process and Timeline First, you apply and let our recruiters review your profile. After reviewing, relevant candidates will receive a link to book a meeting with a recruiter at your convenience to share more about yourself and for us to get to know you better. If you have been shortlisted, you will have the opportunity to meet our hiring managers. Depending on the scope of the role and the function, you may need to attend 2-3 rounds (which might include case study, role-play, trial, or live coding – this will be communicated to you in the initial conversation). Upon successful completion, your recruiter will get in touch with you to discuss the offer. We aim to take you through this process within 2-3 weeks. Benefits – Extensive learning opportunities – we offer many hard and soft skills training to help you improve and challenge yourself – You’ll have access to LinkedIn Learning, Coursera, and Mindvalley where you can choose over thousands of courses to satisfy your hunger for knowledge. – You’ll be involved in customized workshops run by Kitopi Academy – You’ll have a chance to work in an international, diverse, and inclusive environment – You’ll be part of one of the most caring communities out there. – Finding a chance to become a shareowner with our ESOP plan – Free and unlimited access to a nutritionist because we care about you – No Dress Code! – The infamous team activities and social events are bursting with fun – Inclusive Private Health Insurance – Up to 50% discount from Kitopi brands – 30 calendar days annual leave – Work from anywhere policy So, what does it really mean to work at Kitopi? We are constantly striving to make Kitopi the best place to work in the world, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong. |
