We are in search of a passionate entrepreneur with a proven ability to create exceptional services, elevate customer experiences, and champion a customer-centric culture within the company. If you are a strategic leader with a passion for CX, this is your opportunity to excel in the Food Delivery industry.

• Be responsible for creating CX strategies, structure and processes to ensure internal efficiency, influencing the internal teams
• Be the link and connection between the local business and the CX team, incorporating business strategies in CX's plans for the best customer experience;
• Translate the business strategy into Customer experience and Customer Service plans
• Define, monitor and deliver area OKRs;
• Establish governance to disseminate "Voice of the Customer" to other business areas, improving
• NPS, contact rate and CSAT
• Establish governance and connect with the leaders of the client areas to understand and support their
• needs;
• Engage regularly with the company's senior leaders;
• Lead multifunctional and cross company projects with team members in different backgrounds and from different localities in order to bring the Voice of the Customer inside DiDi;
• Contribute to supportive teams to ensure high customer service quality, performance, training and assessing their results.

• Ownership and Entrepreneurial Spirit:

• Demonstrated drive to continuously enhance and refine processes

• Exceptional communication skills

• Proven leadership experience in managing high-performance multifunctional teams

• Flexibility and ability to collaborate with remote teams across different time zones, fostering a

  cohesive and innovative work culture

• Preferred experience in industries such as food, consultancy, strategy, service, customer support,

  tech, or distribution within high-volume and fast-paced environments

• Strong ability to collaborate, influence, and engage stakeholders from diverse backgrounds

• Proficiency in problem-solving within complex settings

• Proactive, hands-on approach with a strong sense of ownership and accountability

• Bachelor's degree

• Proficiency in English