Ibrar M.
Global Head of Cs Experience - Operational Excellence @Just Eat Takeaway.com
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WORK HISTORY
Global Head of Cs Experience - Operational Excellence @Just Eat Takeaway.com
London, GB
As Head of Global CS Experience at Just Eat Takeaway, I am apart of the leadership team that formed the Operational Excellence unit that supports CS, driving the end-to-end customer service experience strategy across multiple markets, covering customers, partners and new verticals. My focus is on gloablising experiences via best practises & experimentation, whilst transforming the CS function into a proactive, insight-driven unit that adds measurable value to the business.Passionate about people development & instilling a culture that embraces change whilst influencing people to adopt new technology and way of working. I am responsible for the global CS strategic roadmap, balancing short-term operational improvements with long-term transformation, while collaborating closely with cross-functional teams including Sales, Product & Tech, BI, Country Ops, and Workforce Management. Key Highlights:Transforming CS from a cost centre to a value-generating function by embedding automation, segmentation, experience and commercial insights into service design and TOM.Delivering a significant uplift in self-service and automation functionality, reducing contact volumes and friction, while balancing experience & satisfaction.Leading global, cross-functional projects & programmes to improve key KPIs (OPEX, Comp per order, re order rate, CSAT) while aligning CS priorities with business & commercial goals to unlock new verticals that aids business growth i.e DAAS,CSAAS,Drones,grocery/retail etcBuilt and developed a high-performing global team, driving a culture of operational excellence, embracing change, and leadership development. This is my passion and pivotal in creating a high self-sustaining team to bring them on the journey. Create a global insight-to-action framework, using CS data to influence operational, product, and strategic decisions that feed into roadmaps and 3yp.
EDUCATION
Brunel University of London
Bachelor's degree, Business, Management, Marketing, and Related Support Services
ABOUT IBRAR M.
Dynamic and accomplished people leader with a strong track record in building and scaling high-performing teams within the e-commerce marketplace and logistics sectors. Trusted advisor with extensive experience in establishing and leading departments, successfully guiding large teams through complex transformations and organizational change.My career began at Just Eat Takeaway (JET), evolving from a start-up to a FTSE 100 company, to a major merger and acquisition, and now, a transition to private ownership. This journey has not only refined my leadership capabilities but also earned me multiple promotions, underscoring my adaptability, results-driven mindset, and alignment with high-performance cultures.Passionate about people development, innovation, and continuous process improvement, I bring strong interpersonal and cross-functional collaboration skills that consistently drive the achievement of strategic KPIs and OKRs in fast-paced, evolving environments
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