Online Ordering Growth Manager

elmenus is looking for "Online Ordering Growth Manager" who will be responsible for launching online ordering in Egypt where you will build the order life cycle end to end, develop & optimize the online ordering processes.You will own the restaurant SLAs and customer NPS. You will report to the Chief Operations Officer.

You will:

• Lead the exponential growth of online ordering in Egypt, the customer experience, customer retention and restaurant compliance.
• Inspire teams, external resources to follow through on their vision for operations excellence as well as take big ideas and break them into actionable steps with aggressive timelines for completion.
• Structure, train and lead online ordering teams.
• Build end-to-end online ordering processes with the purpose of better efficiency, decreasing order cycle handling time and driving error rate to minimum.
• Decide what solutions to use to build our support center, from ticketing system, telephony system, chat support system & CRM.
• Collaborate with internal teams to ensure our activation center offers our partners (restaurants) the best possible experience.
• Manage restaurants & end users support interactions and strive to improve them.
• Design & implement solutions to collect customers/restaurants’ feedback about the service and build a compensation/rewarding structure that we can use to compensate/ reward our customers/restaurants respectively.
• Own the restaurant compliance metrics, operational efficiency, and customer satisfaction scores for the ordering service.
• Generate, build processes and define KPIs for restaurants to comply to elmenus standards & SLAs.
• Make the best use of provided financial data in order to increase profitability.