Head of Marketplace Experience

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, with a mission to deliver an amazing experience: fast, easy, and to your door. The company operates in around 65 countries worldwide and is 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. The role focuses on strategic matrix leadership, end-to-end vendor and marketplace operations, experience and CX innovation, accountability for metrics and KPIs, and team management.

Responsibilities

Act as the primary liaison between local operations and regional leadership to ensure global strategies are localized effectively; Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals; Translate regional marketplace product roadmaps into executable plans tailored to the unique vendor and customer landscape; Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace; Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed; Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction; Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain; Own the entire support experience, from design to execution, including footprint and channel strategy; Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner; Champion the Voice of the Customer to influence policies that meet both local and regional needs; Maintain full accountability for contact rate, cost per contact, and automation rates; Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT); Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making; Manage, mentor, and develop a team of marketplace managers and specialists; Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals; Maintain a rigorous focus on right quality standards, implementing real-time training and course corrections; Strategically align team efforts with local requirements and regional needs to ensure efficient resource allocation

Requirements

7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments; Proven ability to navigate a matrixed organization, juggling local requirements with central strategies; Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality; Experience managing teams and a track record of driving meaningful change through cross-functional collaboration; Comfortable in a fast-paced environment with the ability to lead transformative support strategies