Customer Compensation Manager

hace 2 semanas

Barcelona, España Glovo A tiempo completo

**About Glovo**:
We're a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

At Glovo, you'll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, and diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of livesall while having fun

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

**Your work-life opportunity**:
The customer Compensation Manager will be responsible for the implementation and continuous improvement of customer compensation policies (i.e., cash, creditsthat users can receive after having an issue with the platform) across all Glovo countries along with Product and Data teams. The goal of this team is to maximize customer retention on our daily operations at a mínimal cost bringing the best return on investment for each of the Glovo markets.

**Be a part of a team where you will**:
- Own the compensation cost in Glovo P&L for all our 25 markets.- Liaise with country General Managers and Financial planners to align on the right investment of compensations per country- Define project roadmap and priorities to increase user retention based on compensation policies- Responsible for continuous improvement based on data-driven analysis, AB testings and customer centric approach- Manage all aspects of the project: planning, implementation, monitoring, operational issues, tracking, completion, follow-up- Manage competing timelines and prioritize critical tasks.- Define product improvement priorities to enable compensation optimization- Liaise with various business teams (CX team, Marketing, Operations, Customer Support, Product) to sync up on systems solutions and customer satisfaction.- Define consistent landmarks across projects and work with teams to implement tracking of tasks and delivery.- Track issues and drive resolution with stakeholders- Report to the Associate Director of Customer & Strategy in LiveOps

**You have**:
- 4-5 years of experience in similar roles- Bachelor in Engineering, Maths or Physics- Strong analytical skills- Excellent Excel and good SQL skills- Experience in optimizing policies based on quality and cost KPIs- Experience working in projects related to customer satisfaction is a plus- Strong leadership and management skills- Able to work efficiently with limited supervision- The ability to find innovative ways to resolve problems- Excellent communication skills and stakeholder management- Experience working in consultant companies is a plus- Fluent English

**Experience our Glovo Life benefits**:
- Enticing equity plan (if applicable)- Top-notch private health insurance- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders- Discounted gym memberships- Flexible time off (take the time you need) and hybrid working model (own your time)- Enhanced parental leave including nursery support- Online therapy and wellbeing benefit

**What you'll find when working at Glovo**:
- Gas: Driven to deliver quality results quickly- Good Vibes: Bring positivity and communicate openly- Stay Humble: Self-aware and open to learning- Care: Uplift people and the planet- Glownership: Act as proud owners- High Bar: Focus on Top Performance

If you believe you match these values, we look forward to meeting you

Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook

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