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About the job
Kitopi is the worlds leading tech-powered multi-brand restaurant. With a mission to satisfy the worlds appetite, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.
Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the worlds largest technology-focused investment fund, Softbank Group Corps Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region.
As a leading food-tech business, Kitopis growth has been largely fueled by its innovative and scalable software solutions. Kitopis kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) – an in-house suite of applications that optimizes cloud kitchen operations in real-time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry as we know it today.
With over 4,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar, and runs its engineering hub in Krakow, Poland, its robotics hub in Denmark, and its global customer experience center in Dubai, UAE.
What You’ll Do
To be responsible for developing and implementing strategies that enhance Kitopis overall customer experience across all touchpoints and channels.
To collaborate with cross-functional teams to identify, and address customer pain points and implement solutions to improve customer satisfaction.
To align all business functions with Kitopis purpose, and experience pillars, and create a culture of customer obsession.
To be responsible for setting up a business-wide customer engagement strategy, creating customer wow moments to improve NPS, CSAT, and churn scores.
Develop and implement customer retention strategies that reduce churn and increase customer loyalty, increase order frequency and longevity.
Develop a loyalty program to improve customer retention and create long-term customer stickiness to the brand.
Work with the 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 customers, 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 Are We Looking For?
Minimum 5 years experience in a customer experience senior manager role.
Must have experience in setting strategies for global brands to increase engagement scores and reduce churn.
Large cross-functional projects management expertise is a must
Experience in building and executing business cases with ROI to initiatives.
Recruitment Process and Timeline
First, you apply and let our recruiters review your profile. After reviewing, you 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 be involved in customized workshops run by Kitopi Academy
Youll have a chance to work in an international, diverse, and inclusive environment
Youll be part of one of the most caring communities out there.
Finding a chance to become a shareowner with our ESOP plan (T&C Applies)
Free and unlimited access to a nutritionist because we care about you
No Dress Code!
Extended maternity and parental leave
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 (T&C Applies)
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.
Kitopi is an equal opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company where we’re all proud to work for.
Along with offices in all the markets we operate in, we also believe in a work from anywhere policy – you get to choose the environment you operate in because we believe this will help you deliver work youre proud of.
Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the worlds appetite.
