Quick Commerce Marketplace Experience Lead

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.

_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.

• 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.