End Customer Engagement Manager

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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">About Taager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Taager is a cross-border social commerce platform operating across Egypt, Saudi Arabia, UAE, Iraq, and Oman. We enable anyone to start and scale a profitable e-commerce business. Every order end customer place is a promise — and the moment between order placed and order confirmed is where that promise either holds or breaks.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We’re hiring an End Customer Engagement Manager to own one of the most important conversion levers in our business: the digital journey from the moment a customer submits an order to the moment it’s confirmed and ready for fulfillment.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">The journey is a hybrid between digital and call center. You will lead the shift toward a digital-first, automation-led funnel — using WhatsApp, Meta, and other conversational channels to confirm orders faster, more cheaply, and with a better customer experience. You will own the Confirmation Rate (CR) as your north-star metric and will be accountable for moving it meaningfully across every market we operate in, with huge emphasis on the delivery rate of the orders, meaning meaningful and real conversions is what matters.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">This role sits at the intersection of CRM, conversion optimization, customer experience, and operations. If you like owning a number, running experiments, and building systems that scale across countries, this is the role for you.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">What You’ll Own</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">1. The Digital Confirmation Funnel (Placed → Confirmed)</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You are the single point of accountability for what happens between order placement and order confirmation. You will map the funnel stage by stage, identify drop-off points, design experiments, and drive CR upward across Egypt, Saudi, UAE, Iraq, and Oman — each with its own customer behaviors and channel economics.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">2. Automated &amp; Digital Engagement Flows</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Design, build, and continuously optimize the automated customer engagement journeys that replace (and complement) call-center touchpoints. This spans WhatsApp Business flows, Meta conversational templates, SMS fallbacks, and in-app nudges. You will work with Product and Engineering to instrument, iterate, and A/B test these flows for the highest possible self-confirmation rate.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">3. Digital-to-Call-Center Handoff</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Not every customer will (or should) self-confirm digitally. You will design the handoff mechanism that escalates the right customer to the call center at the right moment — with full context passed through — so that the transition feels seamless to the customer and efficient for the agent. You will partner with Call Center Operations to define SLAs, routing rules, and feedback loops.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">4. End-to-End Customer Communication (Placed → Delivered)</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You will own the full end-customer communication stack through the lifecycle of the order, covering Meta and WhatsApp templates for confirmation, dispatch notifications, delivery windows, reschedules, and post-delivery follow-up. This includes template strategy, approvals with Meta, WABA compliance, localization across markets, and cost-per-message optimization.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">The Metric</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You will be measured primarily on Confirmation Rate (CR), with supporting KPIs including:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Cost per confirmed order (digital vs. call-center blend)</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Time from order-placed to order-confirmed</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Call-center deflection rate</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Customer satisfaction through the confirmation journey</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">NDR (net delivery rate) contribution.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">What We’re Looking For</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Real experience</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> in customer engagement, CRM, lifecycle marketing, conversion optimization, or e-commerce operations — ideally with exposure to high-volume transactional funnels.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Hands-on experience with </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">WhatsApp Business API (WABA)</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">, Meta Business Suite, and at least one marketing automation or customer engagement platform (e.g., MoEngage, Botpress, and Unifonic).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A real analytical toolkit: comfortable in SQL and spreadsheets, able to define metrics, build dashboards, and defend them with data. You should be able to look at funnel data and know where to dig.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Proven track record of running </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">A/B tests and funnel experiments</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> at scale, with clear wins you can talk through.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience working across cross-functional teams — product, engineering, call center operations, growth — and driving outcomes without owning every lever directly.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience designing conversational or chatbot-driven flows (Botpress, Dialogflow, or similar).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">E-commerce, logistics, fintech, or on-demand background strongly preferred.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">English fluency required.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with COD (cash-on-delivery) economics and the operational realities of MENA e-commerce.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Prior work on WABA template strategy, Meta approval processes, or multi-country messaging cost optimization.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Exposure to call-center operations and workforce management.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 14pt; font-weight: bold\">Why This Role Matters</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Every percentage point of Confirmation Rate we add translates directly into revenue, merchant trust, and a better customer experience — while every call we deflect reduces cost and shortens the path to delivery. This is one of the highest-leverage operational roles at Taager, and the person in it will have clear executive visibility and the mandate to build.</span></p>",
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