Job Purpose

As Manager – Aggregator CX & Growth Optimization at Americana Restaurants, you will play a pivotal role in advancing customer experience, digital menu performance, and growth across the aggregator ecosystem. Reporting to the Director of Aggregators, Quick Commerce, Retail & Partnerships, this role is critical to the execution of the aggregator strategy within the Home Delivery function, spanning 12 countries and 2,500+ restaurants and contributing to over $840M in revenue.

You will lead CX transformation initiatives, own the digital menu optimization framework across 100+ Business Management Units (BMUs), and optimize ~$8M in annual aggregator ad spend. Through strategic collaboration and a customer-first mindset, you will drive measurable impact across digital touchpoints, conversion funnels, and commercial performance.

Key Responsibilities

• Define and lead the regional tech roadmap in coordination with internal tech/product teams and external aggregators to elevate customer experience and unlock scalable growth.
• Drive the Aggregator Customer Experience Charter, ensuring improvements in key KPIs such as cancellation rate, contact rate, and customer ratings.
• Own the Menu Framework strategy across 100+ BMUs, optimizing structure and content for better conversion and long-tail reduction.
• Build and implement a performance marketing playbook to enhance ROI on ~$8M in aggregator ad spend through campaign efficiency and spend optimization.
• Partner with leadership to develop and scale aggregator promotion strategies aimed at improving commercial efficiency while driving top-line sales.
• Monitor and influence Operational KPIs, supporting brands in achieving aggregator-related performance targets.
• Ensure cross-functional alignment and proactive collaboration across Marketing, Product, Operations, Revenue Management, and CC teams.
• Promote a culture of customer-centricity and consistent execution toward customer delight.
• Contribute to policy creation and implementation in areas related to CX, promotions, and growth programs.
• Act as a key liaison with external partners, including aggregators (e.g., Talabat, Deliveroo, Careem, Uber) and tech vendors to enable seamless program execution and capability building.

What We’re Looking For

• MBA preferred with 10–15 years of experience in e-commerce or food delivery aggregators
• Proven leadership in scaling customer experience (CX), conversion, and marketing ROI across digital platforms
• Experienced in leading cross-functional teams in fast-paced, multicultural environments
• Strong in digital ecosystem management, including tech integration, menu optimization, and performance marketing
• Deep understanding of aggregator dynamics (e.g., Talabat, Deliveroo, Careem, Uber) and middleware technologies
• Customer centricity with a strong service design mindset
• Analytical thinking and structured problem-solving
• Tech fluency combined with sharp commercial acumen
• Change leadership with effective communication and cross-functional collaboration skills