Manager Partner Experience

talabat 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.

 

 

Role Summary

This role will join the central team at Talabat responsible for elevating the bar on the experience for our Partners. The team drives all Partner facing policies and processes, collaborating on automation initiatives, and driving programmatic initiatives to deliver an accelerated and profitable growth for Talabat Partners. 

 

The “Program Manager - PX” will act as single-threaded owner for building, upgrading, and reviewing the implementation and impact of all Partner facing SOPs and processes (such as order cancellation, refund, dispute, etc.) - with the objective to increase Retention of our Partners on the platform, with higher lifetime value. The person will engage directly with multiple stakeholders across Sales, Product, Support Operations and regional Partner Growth team to raise the bar on Partner experience through these efforts. 

 

The role will require dealing with constantly evolving priorities, and work in a fast paced environment. The ideal candidate will possess a blend of technical expertise, industry experience, and strong stakeholder management skills, aligning with the organization's growth strategy to foster effective partnerships and drive innovation.

 

What’s On Your Plate?

• Help improve Partner Retention for the Food business, by driving strategic programmatic initiatives across the calendar, to help throughout the lifecycle and various touchpoints for our restaurant Partners. 

• Design and launch new policies to support Partner pain points, where such policies do not exist. Align internal stakeholders to gain buy-in to launch and scale the implementation. 

• Identify and execute improvements to existing SOPs and processes, based on feedback from the market (Sales and Partners, through NPS and Satisfaction surveys, and Voice of Partner program). This should also take into account constantly changing macro scenarios (e.g. legal requirements on onboarding documents).

• Own the vSAT metric to reflect Partner satisfaction levels, and complement the vNPS metric which is our north star metric to measure experience and pain points, offering improvement opportunities.

• This role would also play a key role in managing churn and contribute to retention improvement on the platform for our long-tail accounts - where maintaining good quality of support (policies and process driven) is critical for their growth. 

• Work closely with the central Product team to recommend improvements to Partner facing features (e.g. reporting). This should help reduce the volume of contacts and ensure we improve the self-serve capabilities for our Partners.

• Identify data-backed insights to further our efforts on scalable initiatives, acting as thought leader for the Partner Growth org on this front.

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What Did We Order?

 

• 7+ years of program or project management experience.

• Experience using data and metrics to determine and drive process improvements.

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership is a must have.

• Demonstrated expertise in on-time delivery of project solutions with structured and organized project documentation, strong data analysis skills and excellent time management capabilities. 

• Experience with CRM data, including Salesforce, is required.  

• Proficiency in creating dashboards and visualizations using Tableau, Data Studio & Looker.