Director Partner Experience Strategy

at  Delivery Hero

About the opportunity

Partners are at the heart of talabat. We believe driving great partner experience through high quality tools, processes & systems is key to growing & winning in the long term. We are seeking a dynamic and strategic-minded individual to join our team as the Director of Partner Experience Strategy to lead the strategy & on-ground delivery of value to our partners. In this pivotal role, you will collaborate across multiple functions, measure experience touchpoints & generate insights to optimize partner products, services & processes.

• Work closely with regional experience & excellence teams to build a robust partner experience measurement framework to evaluate satisfaction, loyalty, NPS and other key metrics across various partner touchpoints
• Utilize qualitative and quantitative research methods, including surveys, interviews, support and data analysis, to gain deep insights into partner needs, pain points, and preferences, translating findings into actionable strategies.
• Build the overarching strategy & drive the go to market execution of partner experience initiatives in the markets, working closely with local sales leaders to shape SOPs, training and tools.
• Leveraging the insights, work closely with product, design & other commercial functions to improve product experience & self-service adoption, playing a key role in prioritization of features and enhancements
• Collaborate with logistics & support services teams to shape strategies to improve partner’s experience
• Lead a team of program managers & analysts to drive the charter across the region, building systems, tools and processes for multiple team to leverage
• Provide regular updates, reports, and insights to senior leadership on the commercial impact, ROI, and success of partner experience initiatives

What you need to be successful
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Proven track record (10+ years) in a strategic role focused on commercial processes, partner experience & program management, preferably in a technology, consulting or SaaS company.

• Strong analytical acumen, with the ability to gather and interpret data, derive actionable insights, and make data-driven decisions that directly impact commercial outcomes. SQL knowledge is an advantage.
• Experience in leading medium sized strategy teams (4+) with program managers & analysts
• Bachelor’s degree in business, marketing, economics, or a related field; advanced degree preferred.
• Exceptional communication and collaboration skills, with a proven ability to influence and align cross-functional teams and senior leadership around commercial objectives.
• Experience leading cross-functional initiatives or projects with a focus on driving commercial impact, delivering measurable results, and achieving business objectives
• Passion for understanding partner needs and delivering exceptional experiences that drive commercial success
• Knowledge of best practices and methodologies in customer experience measurement, design thinking, and agile development, with a focus on maximizing commercial impact.
• Familiarity with the restaurant or food service industry is a distinct advantage.

Who we are
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwid

Partners are at the heart of talabat. We believe driving great partner experience through high quality tools, processes & systems is key to growing & winning in the long term. We are seeking a dynamic and strategic-minded individual to join our team as the Director of Partner Experience Strategy to lead the strategy & on-ground delivery of value to our partners. In this pivotal role, you will collaborate across multiple functions, measure experience touchpoints & generate insights to optimize partner products, services & processes.

• Work closely with regional experience & excellence teams to build a robust partner experience measurement framework to evaluate satisfaction, loyalty, NPS and other key metrics across various partner touchpoints
• Utilize qualitative and quantitative research methods, including surveys, interviews, support and data analysis, to gain deep insights into partner needs, pain points, and preferences, translating findings into actionable strategies.
• Build the overarching strategy & drive the go to market execution of partner experience initiatives in the markets, working closely with local sales leaders to shape SOPs, training and tools.
• Leveraging the insights, work closely with product, design & other commercial functions to improve product experience & self-service adoption, playing a key role in prioritization of features and enhancements
• Collaborate with logistics & support services teams to shape strategies to improve partner’s experience
• Lead a team of program managers & analysts to drive the charter across the region, building systems, tools and processes for multiple team to leverage
• Provide regular updates, reports, and insights to senior leadership on the commercial impact, ROI, and success of partner experience initiative

Proven track record (10+ years) in a strategic role focused on commercial processes, partner experience & program management, preferably in a technology, consulting or SaaS company.

• Strong analytical acumen, with the ability to gather and interpret data, derive actionable insights, and make data-driven decisions that directly impact commercial outcomes. SQL knowledge is an advantage.
• Experience in leading medium sized strategy teams (4+) with program managers & analysts
• Bachelor’s degree in business, marketing, economics, or a related field; advanced degree preferred.
• Exceptional communication and collaboration skills, with a proven ability to influence and align cross-functional teams and senior leadership around commercial objectives.
• Experience leading cross-functional initiatives or projects with a focus on driving commercial impact, delivering measurable results, and achieving business objectives
• Passion for understanding partner needs and delivering exceptional experiences that drive commercial success
• Knowledge of best practices and methodologies in customer experience measurement, design thinking, and agile development, with a focus on maximizing commercial impact.
• Familiarity with the restaurant or food service industry is a distinct advantage