Manager – Aggregator CX

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Culture &…Job Purpose As Manager – Aggregator CX & Growth Optimization at Americana Restaurants, you will play a pivotal role in advancing customer experience, digital menu performance, and growth across the aggregator ecosystem. Reporting to the Director of Aggregators, Quick Commerce, Retail & Partnerships, this role is critical to the execution of the aggregator strategy within the Home Delivery function, spanning 12 countries and 2,500+ restaurants and contributing to over $840M in revenue.You will lead CX transformation initiatives, own the digital menu optimization framework across 100+ Business Management Units (BMUs), and optimize ~$8M in annual aggregator ad spend. Through strategic collaboration and a customer-first mindset, you will drive measurable impact across digital touchpoints, conversion funnels, and commercial performance.Key Responsibilities Define and lead the regional tech roadmap in coordination with internal tech/product teams and external aggregators to elevate customer experience and unlock scalable growth.Drive the Aggregator Customer Experience Charter, ensuring improvements in key KPIs such as cancellation rate, contact rate, and customer ratings.Own the Menu Framework strategy across 100+ BMUs, optimizing structure and content for better conversion and long-tail reduction.Build and implement a performance marketing playbook to enhance ROI on ~$8M in aggregator ad spend through campaign efficiency and spend optimization.Partner with leadership to develop and scale aggregator promotion strategies aimed at improving commercial efficiency while driving top-line sales.Monitor and influence Operational KPIs, supporting brands in achieving aggregator-related performance targets.Ensure cross-functional alignment and proactive collaboration across Marketing, Product, Operations, Revenue Management, and CC teams.Promote a culture of customer-centricity and consistent execution toward customer delight.Contribute to policy creation and implementation in areas related to CX, promotions, and growth programs.Act as a key liaison with external partners, including aggregators (e.g., Talabat, Deliveroo, Careem, Uber) and tech vendors to enable seamless program execution and capability building.What We're Looking For MBA preferred with 10–15 years of experience in e-commerce or food delivery aggregators Proven leadership in scaling customer experience (CX), conversion, and marketing ROI across digital platforms Experienced in leading cross-functional teams in fast-paced, multicultural environments Strong in digital ecosystem management, including tech integration, menu optimization, and performance marketing Deep understanding of aggregator dynamics (e.g., Talabat, Deliveroo, Careem, Uber) and middleware technologies Customer centricity with a strong service design mindset Analytical thinking and structured problem-solving Tech fluency combined with sharp commercial acumen Change leadership with effective communication and cross-functional collaboration skills Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Marketing, Management, and Strategy/Planning Industries Food and Beverage Services, Retail, and Consumer Services Referrals increase your chances of interviewing at Americana Restaurants by 2x Get notified about new Marketing Manager jobs in Sharjah Emirate, United Arab Emirates.Associate Director/Director, Performance Marketing We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr