Head, Dmart Operations

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Location: Karachi

foodpanda is the leading, on-demand food and grocery delivery company in Pakistan, bringing thousands of your best loved restaurants, favourite shops and quality products from our marts into your home or office - fast! We’re all about bringing on the smartest yet humble and authentic folks, as we continue to grow with an “all hands on deck” environment. 

We are looking for an experienced Head of DMart Operations to establish very strong foundation for excellence in operations and delivery of superior customer experience, consistently. This is a high-visibility role and the right person will demonstrate exceptional command on retail principles with a track record of consistently exceeding against top quartile performance benchmarks in a multi store retail format. You will co-create the strategy for the business in collaboration with key stakeholders locally and regionally. You will define and select operational model to grow the business despite internal and external shocks and challenges. You set high standards, role model collaborative behaviors and provide support and guidance to the team to learn, adopt and excel against industry best practices. You will set ambitious targets and build a high-performing organization to achieve strong business results.

Responsibilities:

• Ownership of P&L: drive top line revenues while optimizing bottom line expenses

• Ruthless elimination of non productive costs, leakages and drive down shrinkage to best in class levels

• Complete accountability of operating the marts business

• Organize operational teams to maximize productivity while delivering against demanding service standards 

• Recruit, on-board and coach a high-performing team to achieve ambitious targets

• Plan and manage successful campaigns to deliver business objectives and out perform on customer expectations

• Maintain close liaison with external agencies/govt departments to ensure uninterrupted operations, resolve any challenges to business continuity

• Ensure regular feedback and exchange of information with rider operations team to improve productivity, reduce customer complaints, enhance customer experience 

• Inspire a large team to deliver against high standards despite adversity. 

• Manage growth and retention of team.   

• Drive the Operational team to ensure compliance with operational standards

• Balance high-level strategic thinking with hands-on execution

• Be an authority on commercial, operational and financial KPIs

• Liaise closely with regional teams and with other countries to understand best practices and tailor it to local needs

• Hands on Retail management experience is a must- understanding the basics of all functions, especially operations and commercials

• Very high level of ownership and astute commercial acumen 

• Ability to lead with purpose, ethics and integrity and set high standards across the operations. 

• Stakeholder Management - work with local & regional leadership to align on priorities and resolve bottlenecks

• Excellent organizational and leadership abilities

• Outstanding communication and people skills.

• Prior experience in FMCG/Groceries not a must, but highly preferred

What we offer

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.