Manager, Customer Experience Retention

Company Description

Job Description** **ROLE SUMMARY

*Compensation Analysis & Insights*

• Provide quantitative insights to support CX Operations and Policy teams, helping drive deep-dive analysis on customer behavior across regions and segments.
• Monitor trends in usage, redemption, misuse, and eligibility to recommend policy refinements.
• Identify anomalies or patterns of abuse in compensation and refund behaviors.
• Support A/B testing and experimental design to assess the impact of policy or process changes.
• Quantify the impact of compensation initiatives on customer retention, order frequency, and cost.

*CX & Compensation Performance Monitoring*

• Track and report on CX and compensation-related KPIs in weekly/monthly business reviews.
• Build and maintain dashboards that provide real-time visibility into compensation performance and customer behavior.
• Ensure transparency of key metrics across regions, highlighting risks, improvements, and actions.
• Partner with markets and product teams to improve data accuracy and tracking mechanisms.

*Strategic Compensation Projects & Policy Support*

• Support the design and implementation of compensation-related initiatives, including business cases for new compensation/ CX interventions or policy updates.
• Collaborate with Policy, Fraud, and Product teams to evaluate and mitigate misuse or inefficiencies in the current setup.
• Drive quantitative recommendations that balance customer satisfaction with business efficiency
• WHAT DID WE ORDER?
• *Qualifications & Experience:*
• Bachelor’s or Master’s in Business, Data Analytics, Economics, Statistics, or a related field.
• 5+ years of experience in data analytics, business intelligence, or performance management — preferably in e-commerce, CX, or compensation-related roles.
• Strong proficiency in Excel; ability to manage and analyze large datasets.
• Experience with SQL is a must and BI tools (e.g., Looker, Tableau) is highly preferred.
• Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus.
• *Skills & Competencies:*
• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.
• AI first mindset to build solutions faster
• High attention to detail; ability to detect subtle behavioral trends and anomalies.
• Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.
• Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.
• Strong organizational and time management abilities in a fast-paced, deadline-driven environment.