Quick Commerce Marketplace Experience Lead

Descripción del puesto:

About the opportunity

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.
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.
Accountability for Metrics & KPIs
* Maintain full accountability for QComm Service Operations metrics.
* 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 local 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.

What you need to be successful

* Strategic Influencer: You have a proven track record of driving results in a matrixed environment without direct reporting lines.
* Data-Driven Innovator: You don't just report on KPIs, you deconstruct them to find the "why" and build a roadmap to fix them.
* QComm Specialist: Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations.
* Stakeholder Mastery: Exceptional communication skills with the ability to manage expectations across local ground teams and regional executive leadership.
* Agility: Comfortable navigating high growth environments where speed and precision are equally valued.

Who we are

A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk - gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része