Program Manager – Customer Experience & Support (E-commerce)

Overview

About Lulu

• Lulu is one of the most trusted and expansive retail brands in the Middle East, with operations across 6 GCC countries—UAE, KSA, Qatar, Oman, Bahrain, and Kuwait.
• We serve millions of customers every week through a powerful combination of physical and digital touchpoints.
• Our store network spans over 250 outlets, including:
• Hypermarkets (\~120+):
• Large-format stores offering full grocery and department store assortments.

• Express Stores (\~110+)

• Mini Markets (\~25+)

Role Overview

Program Manager – Customer Experience & Support

Key Responsibilities

• Lead the design and execution of initiatives to improve customer experience across digital and support channels (app, website, contact centre, last-mile support).
• Drive end-to-end customer journey improvements, focusing on order fulfilment, delivery experience, returns, and support interactions.
• Partner with cross-functional teams including Product, Operations., Logistics, Marketing, and Customer Support to align CX strategies with business objectives.
• Analyse customer data, feedback, and operational metrics to identify pain points, trends, and improvement opportunities.
• Drive continuous improvement and innovation through automation, process optimisation, and adoption of new tools.
• Develop and manage knowledge management frameworks to ensure consistent, high-quality customer interactions across support teams.
• Establish and monitor CX KPIs such as CSAT, NPS, response time, resolution time, and retention metrics.
• Support governance and prioritisation of CX initiatives, ensuring measurable business impact and scalability.
• Ensure all processes comply with regulatory, operational, and service quality standards.
• Foster a customer-first culture across teams, driving accountability, collaboration, and performance excellence.

Qualifications & Skills

• 8–12 years of experience in Customer Experience, E-commerce Operations, Contact Centre, or Business Improvement roles.
• Bachelor's degree in business, Operations, Supply Chain, or related field (master's preferred).
• Strong experience in e-commerce / retail / omnichannel environments.
• Proven ability to manage cross-functional projects and drive large-scale operational improvements.
• Strong understanding of customer journey mapping, CX frameworks, and service design.
• Experience working with customer support tools, CRM systems, and analytics dashboards.
• Excellent analytical, problem-solving, and stakeholder management skills.
• Strong communication and leadership capabilities.