Head of Marketplace Experience

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Head of Marketplace ExperienceFull-timeCompany Descriptionfoodpanda 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 around 65 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.Job DescriptionStrategic Matrix LeadershipLocal-to-Regional Bridge: Act as the primary liaison between PH operations and regional leadership to ensure global strategies are localized effectively.Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique PH vendor and customer landscapeEnd-to-End Vendor & Marketplace OperationsLifecycle Ownership: Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the PH marketplace.Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.Support Experience & CX InnovationMulti-Stakeholder Focus: Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.Support Strategy: Own the entire support experience, from design to execution, including footprint and channel strategy.Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.Voice of the Customer: Champion the "Voice of the Customer" to influence policies that meet both local PH and regional needsAccountability for Metrics & KPIsService Operations: Maintain full accountability for contact rate, cost per contact, and automation rates.Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-makingTeam Management (7+)Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists.Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections.Resource Optimization: Strategically align team efforts with local PH requirements and regional needs to ensure efficient resource allocationQualificationsExperienced Leader: 7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.Operational Excellence: Experience managing teams and a track record of driving meaningful change through cross-functional collaboration.Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategiesBy clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.