Vendor Experience Manager

HungerStation 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.

To drive a premium experience for all HS vendors in order to achieve the highest level of service excellence within Hungerstation policies and procedures.

 

Key Accountability Areas:

Vendor Experience

• Optimize vendor satisfaction and enhance operational efficiency.

• Analyze all vendor service metrics (e.g. CSAT, FRT, NPS) and how each operational touchpoint performance affects those KPIs

• Assist in capturing the essential voice of the vendor by designing the needed survey questionnaires for CSAT & NPS

• Cultivate and maintain strong relationships with vendors.

• Address vendor concerns promptly and effectively, striving to enhance overall satisfaction.

• Serve as a mediator in disputes between vendors and the company.

• Establish a feedback loop to gather insights from vendors and leverage their input for continuous improvement.

• Ensure vendors comply with regulatory requirements, health and safety standards, and any legal obligations.

Strategy & Planning

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads. 

• Make critical decisions that support the Division's strategic and tactical direction. 

• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. 

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. 

• Uphold a high-performance working environment and promote HS’s Values.

• Bachelor’s degree in a relevant field is required.
• 6 - 8 years of relevant experience.

• Experience in a high-growth technology-based environment or start-up environment.

• High performer with a proven track record of creating impact through data-driven decisions. SQL / Big Query / Tableau / Google Studio literacy is highly desirable.

• Excellent Presentation skills.

• Excellent verbal and written communication skills to senior leadership.