Head of Marketplace Experience

foodora 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.

The Head of Marketplace Experience is a critical leadership role dedicated to optimizing the end-to-end experience for vendors, customers, and riders in the market. This individual will lead a team of marketplace experience managers and specialists, spearheading transformation initiatives to reduce friction and enhance support. You will play a pivotal role in balancing local country requirements with central regional strategies, shaping operational improvements that align with Pandora’s global business goals.

Major Responsibilities: 

Strategic Matrix Leadership

• Local-to-Regional Bridge: Act as the primary liaison between local 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 vendor and customer landscape.

End-to-End Vendor & Marketplace Operations

• Lifecycle Ownership: Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the 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 Innovation

• Multi-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 and regional needs.

Accountability for Metrics & KPIs

• Service 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-making

Team Management

• 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 requirements and regional needs to ensure efficient resource allocation

• Experienced 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 strategies