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Customer Experience Strategist Job in United Arab Emirates
Kitopi , United Arab Emirates

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 19, 2021
Last Date
May 19, 2021

Job Description

Kitopi is the world’s leading managed cloud kitchen platform - we partner with restaurants and food concepts to help them expand beyond borders in 14 days. Founded in 2018, our mission is to satisfy the world’s appetite and we currently work with over 150 brands to make this mission a reality.
Kitopi (pronounced: Kee-Toh-Pee) stands for Kitchen Utopia. We serve as enablers to our brand partners in the food market by providing services centered around (but not limited to) sourcing, preparing, producing, and packaging - working closely with our delivery partners to help deliver exceptional food, on our customer’s terms. We are able to achieve this with our in-built, pioneering cloud kitchen technology - a first of its kind innovation, which we hope will help revolutionize and enhance the food tech industry globally. 

Our services have also expanded beyond the kitchen to include groceries - Shop Kitopi, subscription-based meal plans, and a first of its kind on-demand food court concept Mix ‘N’ Match. Kitopi currently operates more than 50 kitchens across the UAE, KSA, and Kuwait, thanks to more than 1000 amazing Kitopians.
And we can’t wait for you to join us.

What You’ll Do

  • Your mission is to deliver world-class customer experience to our staff, kitchens, drivers, eaters, aggregator partners and restaurant partners. in the most efficient and lean way. We rely on our Customer Experience Center to provide support for our toughest issues types, handle escalations from our thousands of orders that we process from our kitchens everyday, and provide an environment to launch new brands and new processes.
  • You will be accountable to deliver a seamless, 24/7 customer experience that is agile to changing business demands, whilst managing several cross-functional stakeholder relationships. On the virtual support side, you and your team will be responsible for improving operations, launching local market projects, scaling customer-centric programs and maintaining top-quality support. You will need to be proficient in solving problems through data and implementing continuous process improvement.
  • The role will be based out of the Dubai Kitopi Customer Experience Center but manage our global operations across the UAE, KSA, and Kuwait.
  • Lead, motivate, and develop a customer-centric culture across the organization
  • Focus on management of Quality and Customer experience
  • Deliver on goals agreed upon with stakeholders, and plan glide paths to meet them
  • Ensure continuous improvement of processes affecting the SLAs; Dive deep into the numbers and make data-driven process improvements
  • Work cross-functionally with various supporting teams (such as Product, Kitchen Operations, Growth, Quality Assurance)
  • Be a Subject Matter Expert (SME) on your team's processes and policies
  • Proactively identify, RCA and flag downward customer experience metrics trends, critical process gaps and improvement opportunities to take our support to world-leading levels
  • Manage multiple cross-functional work streams effectively, with a customer-centric focus
  • Possess strong desire to stimulate action within the Customer Experience Center processes and land significant operational changes successfully
  • Assist in providing solutions at the team and clients level in collaboration with the Kitchen & Delivery Managers
  • Responsible of analytical reports required for the customer experience center among all our aggregators and kitchens
  • Accomplish to thrive in a fast-paced environment, and be comfortable with making quick yet calculated decisions, even in times of ambiguity

What Are We Looking For?

  • The ideal professional will hold a proven record of successfully driving analytical thinking amongst team members, data-driven mentality and strong business judgment. Able to roll up your sleeves and analyse the data and pull key insights for your team.
  • Being passionate about what you do means you will thrive in a fast-paced environment, be able to navigate complex systems and deliver key solutions to existing and future obstacles.
  • 2+ years of direct, hands-on management of all functions involved in customer experience and/or operations
  • Proven exposure and experience leading teams previously in a similar environment in a start-up or scale-up
  • Excellent judgment and critical thinking skills with the ability to utilize data to establish trigger point priorities and develop a tactic to deploy them. Energetic and motivational leadership styles focused by personal influence.
  • Exceptional data analytics skill
  • Exceptional communication and organizational skills. Able to communicate and listen effectively; great written, verbal and presentation skills.

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. We want to empower you to be the best version of yourself every single day - we wouldn’t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included and that they belong. 

While we currently operate in 3 countries, we are over 69 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate. 

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 that will help you deliver work you’re 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 world’s appetite.

Job Specification


Information Technology and Services - Dubai, United Arab Emirates