Head of Customer Experience

About the job

Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia, UAE, Kuwait, Qatar and Brazil.

We’re hiring a strategic, data-driven, and customer-obsessed Customer Experience leader to own and accelerate our CE function across multiple countries. This role blends strategy, operational discipline, and cross-functional influence—partnering with Country GMs, functional leaders, and outsourced contact centers to deliver exceptional customer experiences at scale while continuously improving efficiency and cost-to-serve.

• Set the CE strategy + roadmap tied to NPS/CSAT/DSAT and business impact (retention, revenue per order, order lifecycle time)
• Scale and standardize CE operations across markets (WFM, BPI, TQA, VOC)
• Lead BPO/vendor governance: SLAs, quality, cost, ramp-up/down, and risk mitigation
• Improve the end-to-end customer journey: onboarding → ordering → delivery → issue resolution → refunds/compensation
• Build strong operating rhythms: KPIs, dashboards, QBRs, escalation paths, and real-time adherence
• Lead crisis/incident management with calm execution and clear communication
• Ensure compliance, privacy, and risk controls across markets and partners

• 8–12+ years in CE/Operations (on-demand: food delivery, ride‑hailing, e‑commerce preferred)
• Proven experience scaling multi‑market CE
  , ideally across in‑house + BPO models
• Strong analytics + systems thinking (Zendesk / Dynamics / CRM + WFM/QA tools)
• Confident cross‑functional leader with strong stakeholder management
• Fluent English & Mandarin (multi‑market + vendor collaboration)

• Innovation‑Driven:
  Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
• Fast‑Growing & Dynamic:
  Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
• Global Impact:
  Join a company that’s transforming the way people enjoy food, impacting communities around the world.

📍
Location: Middle East (
UAE or Bahrain or TBD
) | Multi‑country scope

#Hiring #Mandarin Required #English Mandarin #Bilingual Role #Southeast Asia #SEA #Singapore #Hong Kong #Malaysia #Customer Experience #CXLeadership #Contact Center