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Delivery Experience Manager

About Souq.com

Souq.com is the largest ecommerce site in the Arab world. Every month, Souq.com attracts more than 35 million visits to its catalogue of more than 1 Million unique products in 20 different categories, including consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products. Established in 2005, Souq.com today operates both as an award-winning retail business and an online marketplace that allows SMEs, merchants, brands and distributors to distribute their products online.

With more than 3,000 employees, we operate with the scale and ambition of a big corporation, but we cultivate a strong entrepreneurial and nimble mindset to ensure we execute with speed and efficiency. We have offices and local operations in UAE, Egypt, Kingdom of Saudi Arabia and Kuwait, and leading Product and Engineering centers in Jordan and India. We offer competitive salaries and benefits, and a unique opportunity to join the leading player in an ever growing and exciting industry.

The ME Customer Service (CS) Team is looking for a Delivery Experience Manager to be responsible for the continuous improvement of our delivery to customers. The role will look after all the steps in the customer journey from the point they place an order; how the order moves through our Fulfilment Centres (FC), its transit through different carrier networks until it reaches the customers, and the return of that order if the customer wishes to send it back.

Working with multiple teams including CS, Transportation, Supply Chain and the FCs, the ME Delivery Experience Manager will understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which meet Souq and Amazon’s mission of being Earth’s most customer-centric companies.

The key objective of the role is to reduce the need for a customer to contact CS, by building a best-in-class delivery experience. The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organisation.

Reporting to the ME Customer Effort Reduction Manager, the role also involves team management.

Key Responsibilities:

  • Acting as the liaison between CS and other Operations teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for experience improvement
  • Influencing and communicating to the CS network and a senior audience, any delivery experience metrics and associated impact on customers
  • Championing the voice of the customer to drive change within every step of the delivery experience
  • Working with internal teams to benchmark and design processes which enable a best-in-class delivery experience
  • Understanding how projects will affect customers so that detailed forecasting can be provided on the impact to CS volumes and metrics
  • Awareness of the way the Operations functions operate to ensure CS-driven initiatives can be driven through without friction
  • Project management of initiatives identified to improve the delivery experience
  • People management including structured development of a Delivery Experience Specialist and CS Miners

Experience/skills:

  • Track record of sourcing and analysing multiple sources of data to provide clear reporting of issues and how they affect customers
  • Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
  • Outstanding customer obsession with the drive to ‘Think Big’ about opportunities to change a given customer experience
  • Capability to make efficient and effective decisions to deliver the needs of the customer and the business
  • Flexibility to respond quickly to change and reprioritise in the face of emerging issues
  • Ability to problem solve, sometimes with limited information
  • Strong evidence of relationship-building

Basic Qualifications:

  • High proficiency in Microsoft Excel and Word
  • Exceptional analytical skills
  • Project or program management experience

Preferred Qualifications:

  • Bachelor’s degree or equivalent
  • Experience in a CS environment
  • People hiring, management and development
  • Six Sigma experience
  • Working knowledge of SQL
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