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We are looking for a Customer Experience Director, Marketplace to help us deliver a 5-star experience to our customers and maximize their value in Glovo.
You will own Glovo Customer Experience; you will be accountable for the experience when customers interact with Glovo Support and you will own the Refunds and Compensations that we give to customers during bad experiences. You will need to define and implement new processes, run A/B tests, understand/request product needs, and work with local teams to improve overall customer experience. You will be the gatekeeper for an excellent experience for our customers.
Responsibilities
Own the Global Refunds & Compensations Strategy: Manage a large-scale budget by designing data-driven policies. Run rigorous A/B tests on compensation models to maximize customer retention and lifetime value while protecting company margins.
Redefine the Support Experience: Design...