Customer Experience Senior Manager

About the role

The Customer Experience Senior Manager will monitor the end‑to‑end customer journey, collect feedback, and measure satisfaction across all touchpoints. The role aims to drive continuous improvement, reduce churn, and align CX strategy with broader business goals.

Key responsibilities

• Identify and analyse customer touchpoints, collect feedback, and suggest improvements based on insights such as NPS.
• Conduct customer interviews and surveys, report findings, and work with internal teams to close gaps.
• Design and implement retention programs, oversee service metrics (response time, resolution rate, CSAT) and drive continuous improvement.
• Collaborate with product and technology teams to ensure a seamless brand experience across web and app channels.
• Monitor competitor strategies and industry trends to keep HungerStation a CX leader.
• Prepare regular data‑based insights for stakeholders and support them with analytics.

Required profile

• 8‑10 years of experience in customer experience, service or operations, preferably in food delivery or e‑commerce.
• Strong analytical skills with experience in feedback analysis, retention management and process improvement.
• Excellent communication and leadership abilities, capable of influencing cross‑functional stakeholders.
• Proven project‑management capability to lead multiple initiatives simultaneously.
• Bachelor’s degree in Business Administration or a related field.