Head of Marketplace Experience

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.

Major Responsibilities: 

 

End-to-End Vendor Operations & Performance

• Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.

• Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output.

• Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.

• Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform.

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Support Experience Ownership & Strategy

• Own the entire support experience, from design to execution, including footprint and channel strategy.

• Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction.

• Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.

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Accountability for Metrics & KPIs

• Maintain full accountability for Service Operations metrics, including contact rate, cost per contact, and automation rates.

• Monitor and drive line-of-business performance and all customer satisfaction-related KPIs.

• Champion the "Voice of the Customer" to influence policies and enhancements that meet both local Bangladesh and regional needs.

Stakeholder Management & Transformative Leadership

• Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.

• Lead cross-functional initiatives to align operational improvements with broader strategic business goals

 

Team Management (80+)

• End-to-End Oversight: Assume full accountability for vendor operations from onboarding through to lifecycle management, ensuring the "ground-to-cloud" process is seamless.

• Direct People Leadership: Manage, mentor, and develop a team of marketplace experience managers and large-scale operational teams on the ground.

• Performance Excellence: Ensure all ground-level operational teams consistently meet or exceed performance targets, productivity benchmarks, and output goals.

• Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time course corrections and training where necessary to maintain service excellence.

• Resource Optimization: Strategically align team efforts with local Bangladesh and regional needs to ensure efficient resource allocation

 

Requirements: 

• Experienced Leader: You are a data-driven innovator passionate about transforming customer and vendor experience capabilities.
• Operational Rigor: You excel at managing ground teams and hold a high bar for quality and target achievement.
• Thrives in Speed: You are comfortable in a fast-paced environment and skilled at managing complex KPIs.
• Collaborative: You have a proven track record of cross-functional collaboration to drive meaningful change