End Customer Engagement Manager

About Taager

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.

The Role

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.

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.

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.

What You’ll Own

1. The Digital Confirmation Funnel (Placed → Confirmed)

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.

2. Automated & Digital Engagement Flows

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.

3. Digital-to-Call-Center Handoff

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.

4. End-to-End Customer Communication (Placed → Delivered)

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.

The Metric

You will be measured primarily on Confirmation Rate (CR), with supporting KPIs including:

• Cost per confirmed order (digital vs. call-center blend)
• Time from order-placed to order-confirmed
• Call-center deflection rate
• Customer satisfaction through the confirmation journey
• NDR (net delivery rate) contribution.

What We’re Looking For

• Real experience in customer engagement, CRM, lifecycle marketing, conversion optimization, or e-commerce operations — ideally with exposure to high-volume transactional funnels.
• Hands-on experience with WhatsApp Business API (WABA), Meta Business Suite, and at least one marketing automation or customer engagement platform (e.g., MoEngage, Botpress, and Unifonic).
• 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.
• Proven track record of running A/B tests and funnel experiments at scale, with clear wins you can talk through.
• Experience working across cross-functional teams — product, engineering, call center operations, growth — and driving outcomes without owning every lever directly.
• Experience designing conversational or chatbot-driven flows (Botpress, Dialogflow, or similar).
• E-commerce, logistics, fintech, or on-demand background strongly preferred.
• English fluency required.

Nice to Have

• Familiarity with COD (cash-on-delivery) economics and the operational realities of MENA e-commerce.
• Prior work on WABA template strategy, Meta approval processes, or multi-country messaging cost optimization.
• Exposure to call-center operations and workforce management.

Why This Role Matters

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.